Customer Service Specialist
hace 4 semanas
Overview
Position Summary
The Customer Service Specialist plays a crucial role in addressing client inquiries through various communication channels, including phone and email. This position is pivotal in resolving customer issues and managing order processes. The Specialist collaborates with supply chain partners to ensure timely and complete delivery of products, fostering customer loyalty and contributing to the company's sales and revenue goals by providing outstanding service.
Key Responsibilities
The role encompasses the following key responsibilities:
- Manage daily customer order activities, including handling inquiries, processing returns, and resolving issues efficiently.
- Oversee order releases, ensuring accuracy through effective data and inventory management.
- Utilize root-cause analysis to identify and address underlying issues, supporting ongoing improvements.
- Recognize potential challenges in the fulfillment process and collaborate with stakeholders to implement solutions.
- Maintain a customer-focused approach, building strong relationships by understanding and advocating for customer needs.
- Identify and execute strategies to enhance customer satisfaction and service quality.
- Ensure accurate data management and analysis, integrating customer information from various reporting channels.
- Drive improvements in customer fulfillment systems and processes, proposing enhancements to the Front Office Manager.
- Adhere to quality, safety, and compliance standards, reporting any incidents and taking corrective actions as necessary.
Networking and Relationships
This position requires regular interaction with Back Office Customer Service teams, including directors and managers. Additionally, the Specialist will communicate frequently with Sales and Planning teams to resolve issues and meet customer expectations.
Required Qualifications
Candidates should possess a bachelor's degree in supply chain management, logistics, business administration, or engineering. A minimum of two to three years of experience in supply chain, logistics, or a related field, along with at least one year in customer service, is preferred. Experience in commercial roles is advantageous. Familiarity with master data and table files is a plus. Proficiency in Microsoft Office is essential, and knowledge of ERP (SAP) and CRM systems is preferred. Fluency in the local language is required, with proficiency in English, German, or additional languages being beneficial.
Skills and Competencies
The ideal candidate will exhibit the following traits:
- A relentless focus on customer satisfaction.
- Ability to perform well under pressure.
- Strong teamwork capabilities.
- Attention to detail.
Additionally, the candidate should possess the following skills:
- Excellent communication skills, both verbal and written.
- Strong interpersonal abilities.
- Analytical, decision-making, and problem-solving skills.
- Capacity to multitask effectively.
Travel Requirements
No travel is required for this position.
Work Environment
The role allows for a hybrid work model, with two days remote and three days in the office.
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