Customer Services Consultant
At Essity, we are committed to providing care, comfort, and confidence for our customers every day. We are looking for a dedicated Customer Service Consultant to join our Customer Experience Team at our Springvale location. This role is essential in delivering a seamless and differentiated customer experience, fostering successful relationships, and offering a customer-centric approach to working.
About the Role:
As a Customer Service Consultant, you will play a pivotal role in managing order entry and associated tasks, ensuring a superior customer experience on each contact. You will provide complex information and respond to in-depth requests via telephone and email, ensuring that the needs of our customers and consumers are met first time, every time.
You will also maximize opportunities, deliver order entry requirements, and handle a range of requests across service and product information for both internal and external customers. Working with the team, you will continually improve processes and practices to develop a service delivery advantage for our business.
Key Responsibilities:
* Process customer orders and inquiries efficiently, maintaining a 99.6% order accuracy rate.
* Communicate supply information, out-of-stocks, product updates, and substitutions, collaborating with Demand and Inventory teams.
* Maintain accurate Masterfile data for seamless communication across teams.
* Respond promptly to customer contacts via phone, email, and other channels, meeting a 90% productivity standard.
* Provide first-level support for customer systems like TENA Continence Management System.
* Build strong customer relationships, offering product info, alternatives, and solutions.
* Support sales teams with customer inquiries and identify opportunities for process improvements.
* Adopt a continuous improvement mindset to enhance team efficiency and resolve internal issues.
Requirements:
You will bring 1-2 years of experience in a similar customer-focused role, with a proven ability to build and develop rapport with both internal and external customers. Additionally, you will have:
* Strong time management skills and the ability to perform under pressure.
* Excellent communication, administrative, and problem-solving abilities.
* Proficiency in MS Office, with SAP experience preferred.
* A detail-oriented, customer-focused, and can-do attitude.
* A collaborative, team-oriented approach with a mindset for continuous improvement.
* Experience in manufacturing/FMCG environments is a plus.
About Us:
Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being for people and drive positive change for society and the environment.
At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere.
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