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:
* Act as the first point of contact for customer inquiries such as order intake, pricing, products, scheduling, etc.
* Enter all customer orders into ERP promptly and confirm orders with customers, including terms, pricing, and delivery schedules.
* Maintain accurate shipping and logistics details for all orders and update customers as needed.
* Ensure timely shipment of allocated products.
* Maintain invoicing routines, manage consignments, and participate in the collections process.
* Accept and document all returns and claims; follow up with customers as needed.
* Record all issues in the internal quality system.
* Set up and maintain items and customer data in ERP.
* Serve as a liaison between customers, external sales teams, and company production and supply facilities.
* Gather and evaluate relevant information to process and resolve customer inquiries and complaints.
* Collaborate with manufacturing to improve sales forecasts, product availability, and ensure on-time shipments through scheduling and prioritization.
* Coordinate with freight couriers and freight forwarders.
Qualifications:
To perform this job successfully, an individual must possess good interpersonal skills, effective communication at various levels, and a willingness to learn and grow within a team.
Education and Work Experience:
* 2–4 years of B2B customer service experience.
* Industrial experience is advantageous.
* Commitment to enhancing customer experience.
* Solid understanding of the global Incoterms 2020 standards.
* Proficiency in literacy and computer skills.
* Fluency in English, including speaking, writing, and reading.
Travel: Up to 5% travel may be required.
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