Customer Service Specialist

hace 3 semanas

Ourense, Orense, España buscojobs España A tiempo completo

The Customer Service Specialist is responsible for providing world-class customer service and satisfaction to all Mechanix Wear internal and external customers within the EMEA region. This position is often the first person a Mechanix Wear customer interacts with. The role requires knowledge of our products, our uniquely different business segments, and resulting customer needs. Ideal candidates are eager to learn, confident, friendly, outgoing, and willing to assist and attend to all customer requests. You will communicate with our customers and process customer orders on a daily basis which requires the ability to adapt, understand, and respond in an increasingly dynamic environment.

Reporting to the Operations Manager EMEA, this role maintains customer satisfaction by quickly problem-solving issues and managing orders. Along with customer service duties, assists with managing office supplies, administration tasks such as shipments and travel coordination, and communicates with staff about office management and processes.

  • Order entry and order release within our SAP ByDesign ERP system
  • Answer customer requests via phone and email within predefined resolution time
  • Customer troubleshooting and resolution
  • Track shipments and proactively communicate with customers about deliveries
  • Process approved credits and returns
  • Daily communication with 3PL agents regarding order release and shipment follow-up
  • Process customer quotations, including freight quotations, verify pricing, advise stock levels, and provide tracking on orders when requested
  • Maintain accurate customer data in our ERP
  • Assist the Finance Department in resolving issues, including credit and debit memo entry
  • Provide customers with necessary documents related to the products and shipments
  • Assist and support the Sales Team

Experience, Skills & Education

  • 3+ years experience in a similar role
  • Excellent communication skills, both orally & written in English and Spanish; any additional languages will be a plus
  • Proficiency in Microsoft Office Suite: Excel, Word, and Outlook, ERP (SAP ByDesign), Customer Support Software (Freshdesk)
  • Self-directed, with a strong work ethic and able to work without direct daily management
  • Customer service process development and optimization
  • Fast learner

Additional Qualities Necessary

  • Genuinely motivated by providing excellent service and support to customers and colleagues
  • Must be well-organized and demonstrate ability to prioritize and follow through on all requests
  • Pro-active and savvy, process improvement oriented
  • Ability to work under pressure while meeting deadlines and customer expectations
  • Willingness to attend training to keep knowledge and skills up to date
  • Experience working in a multi-national company
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