CUSTOMER SERVICE REPRESENTATIVE
Responsibilities
The customer service representative is responsible for provide single point of contact for commercial support to our customers and sales representatives and interact frequently with Chemetall s manufacturing areas and warehouses.
Candidate should demonstrate the ability to manage multiple tasks.
Formula for Success :
- Fulfill order management in SAP
- Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)
- Identify and implement process improvements.
- Facilitate proper and efficient information flow to meet or exceed customer needs and departmental and division wide performance expectations.
- Ability to handle high-pressure, fast-paced environment requiring diligence to detail
- Proven analytical and critical thinking skills
- Ability to constructively manage conflicts and discrepancies towards positive resolution
- Prioritizing customer demand to assist with improved product flow
- Work with finance team to resolve customer credit and billing requests
- Collect and react to customer feedback and claims, derive insights for sales and technical service, forward requests if necessary to technical service
- Provide information about ECT products and services to customers
- Monitor history of order volume and product portfolio
- Derive strategic insights for marketing and segment managers
- Provide input for sales and production planning process : keep track on orders and coordinate with supply chain and operations to ensure frictionless product supply
Ingredients for Success :
- Advanced English
- BS Degree preferred
- 1-2 years of similar work experience required
- Relationship management and customer care on phone
- Understanding customer order patterns and support
- Analytical thinking : data analysis and evaluation
- Interface with supply chain and sales
- Knowledge of CRM software and SAP
- Excellent communication and administrative skills
- Strong knowledge of Microsoft Office (word, excel, email, internet)
- Strong listen, written and verbal communication skills
- High Ability to speak, write, and read English