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Summary: The prime focus of this role will be ensuring delivery of excellent customer service through prompt and accurate processing of orders, communication, and coordination with other departments to resolve inquiries and promote customer loyalty.
Key Performance Areas:
Reporting to the Customer Service Manager, the Customer Service Representative needs to be able to answer product questions and suggest information about other products. Process orders, prepare correspondences, monitor and liaise with external logistic teams on inbound goods and fulfill customer inquiries to ensure customer satisfaction.
Essential Duties and Responsibilities:
1. Act as first point of customer contact for general inquiries such as order intake, pricing, products, scheduling etc.
2. Immediately enter all customer orders into ERP and confirm orders to customers with terms, pricing and accurate delivery schedules.
3. Maintain accurate shipping/logistics details on all orders and continually update customers as needed.
4. Ensure that allocated product is shipped.
5. Maintain invoicing routines, consignments, and be a part of the collections process.
6. Accept and document all returns/claims and follow up with the customer as needed.
7. Document all issues in the Internal quality system.
8. Set up and maintain items and customers in ERP.
9. Act as liaison between customer, external sales force and company production and supply facilities.
10. Obtain and evaluate all relevant information to process and resolve customer inquiries and complaints.
11. Work with manufacturing to improve sales forecasts, availability and to ensure on-time shipments via scheduling, prioritization of processes, etc.
12. Interface with freight couriers and freight forwarders.
Qualifications: To perform this job successfully, an individual must have good interpersonal skills and be able to communicate at various levels and a willingness to learn and work in a growing team.
Education and/or Work Experience:
1. 2 – 4 years B2B customer service experience.
2. Industrial experience is welcomed.
3. A commitment to improving customer experience.
4. Have a solid foundation and understanding of the global incoterms 2020 standards.
5. Able to speak, write and read in English.
Travel: Up to 5% travel.
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