Job Description

Job Overview:

• Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
• They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about company’s products or services.
• They may promote and sell our company's products or services as well as investigate and resolve customer complaints.

Responsibilities&Qualifications:

This position is the central point of contact for various accounts regarding all daily operational requirements from inquiry and pre-orders needs through all post-order activities. Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:

Extraordinaire Customer Experience (ECE) and Customer touch point

• On-going efforts to drive ECE by interacting professionally for your internal and external customers. KPI’s are STS, FCR and efficiency.

Satisfaction Management

• Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. Metric - NPS/Transactional Survey

Customer Relationship & Satisfaction

• Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries
• Proactive communication to Customer and liaise with parties to come up with solutions for open and upcoming matters. Customer visits might be required
• Seek regular informal and formal feedback via transactional surveys or via phone and e-mail during daily communications

Manage Service Delivery Process / Execution

• Manage escalations to your customers.
• Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments
• Follow up on quotes and quality issues

Manage Interfaces & Build Service Culture

• Act as voice of the Customer for internal support departments
• Participate in development training and process improvement projects to expand and challenge learning new ideas and processes
• Take ownership for actions and follow through on tasks until resolved  

Competencies:

• Building Effective Teams
• Motivating Others
• Managing and Measuring Work
• Values: Integrity, Accountability,Teamwork, Innovation
• SET : Strategy, Execution, Talent (for managers).

Are you interested?

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