Customer Service Specialist
hace 4 semanas
Overview
The role of the Customer Service Specialist is crucial in maintaining a high level of client satisfaction. This position involves addressing customer inquiries through various communication channels, including phone and email, resolving issues, and managing order processes effectively. The Customer Service Specialist collaborates with partners across the supply chain to ensure timely and complete delivery of products, contributing to customer loyalty and the achievement of the company's sales goals.
Key Responsibilities
The primary duties include:
- Managing daily customer order activities, including handling inquiries, processing returns, and resolving issues efficiently.
- Overseeing order releases based on data and inventory management.
- Utilizing root-cause analysis to identify and address the underlying causes of customer complaints, supporting ongoing improvements.
- Recognizing potential challenges in the fulfillment process and collaborating with stakeholders to implement corrective measures.
- Maintaining a customer-focused approach and fostering strong relationships with clients by understanding their expectations and communicating their needs to internal teams.
- Identifying and executing strategies to enhance customer satisfaction and deliver superior service.
- Ensuring accurate data management and analysis by integrating customer information from various reporting sources.
- Promoting continuous improvement in customer fulfillment systems and processes by identifying opportunities and presenting them to the Front Office Manager.
- Adhering to quality, safety, and compliance standards, reporting any incidents, and taking immediate corrective actions as necessary.
Networking and Relationships
This position requires regular interaction with Back Office Customer Service teams, including directors and managers. Additionally, the role involves frequent communication with Sales and Planning teams to resolve issues and meet customer expectations.
Required Qualifications
Candidates should ideally possess a bachelor's degree in supply chain management, logistics, business administration, or engineering. A background of two to three years in supply chain, logistics, or a related field, along with at least one year of customer service experience, is preferred. Experience in commercial or sales roles is advantageous. Familiarity with master data and table files is a plus. Proficiency in Microsoft Office and knowledge of ERP (SAP) and CRM systems are preferred. Fluency in the local language is essential, with additional fluency in English, German, or other languages being beneficial.
Skills and Competencies
The ideal candidate should demonstrate the following attributes:
- A relentless focus on customer satisfaction.
- Ability to perform well under pressure.
- Strong teamwork skills.
- Attention to detail.
Essential skills include:
- Excellent communication skills, both verbal and written.
- Strong interpersonal abilities.
- Analytical, decision-making, and problem-solving skills.
- Capability to multitask effectively.
Travel Requirements
Minimal travel is expected for this role.
Work Environment
The position allows for a hybrid work model, with two days of remote work and three days in the office.
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