Customer Service Specialist
hace 4 semanas
Overview
The Customer Service Specialist plays a crucial role in managing customer interactions through various communication channels, including phone and email. This position is vital for addressing customer inquiries, resolving complaints, and overseeing order processing. By collaborating with supply chain partners and other departments, the Customer Service Specialist ensures timely and complete delivery of products, fostering customer loyalty and supporting the company's sales and revenue goals through exceptional service.
Key Responsibilities
The primary duties include:
- Managing daily customer order activities, including handling inquiries, processing returns, and swiftly resolving issues.
- Overseeing order releases, ensuring accuracy in data and stock management.
- Utilizing root-cause analysis to identify and address key complaint drivers, contributing to continuous improvement efforts.
- Recognizing potential challenges in the fulfillment process and collaborating with stakeholders to implement corrective measures.
- Proactively identifying opportunities to enhance customer satisfaction.
- Working with IT to facilitate necessary system enhancements.
Customer Relationship Management
This role requires a strong customer-centric approach:
- Understanding customer expectations and effectively communicating their needs to internal teams.
- Identifying and implementing strategies to better meet customer requirements and deliver superior service.
Data Management and Analysis
Responsibilities also include maintaining accurate data management:
- Integrating customer data from various reporting sources as needed.
- Generating and maintaining reports that analyze key performance indicators.
- Assisting in the preparation and review of internal and external performance scorecards.
Continuous Improvement Initiatives
The Customer Service Specialist is expected to drive improvements in fulfillment systems:
- Monitoring processes to identify areas for enhancement.
- Developing and presenting improvement recommendations to the Front Office Manager.
Compliance and Quality Standards
Upholding quality and compliance is essential:
- Adhering to quality, compliance, and safety protocols.
- Completing all required training within set timelines and encouraging others to do the same.
- Reporting any incidents related to quality or compliance and taking immediate corrective actions.
Networking and Collaboration
This position involves regular interaction with Back Office Customer Service teams, including directors and managers, as well as communication with IT, Sales, and Planning departments to resolve issues and meet customer expectations.
Qualifications
The ideal candidate should possess:
- A bachelor's degree in supply chain management, logistics, business administration, engineering, or a related field.
- Two to three years of experience in supply chain, logistics, or a similar role, with at least one year in customer service.
- Preferably some commercial or sales experience.
- Knowledge of master data and table files is advantageous.
- Proficiency in Microsoft Office, with strong ERP (SAP) and CRM experience preferred.
- Fluency in French, with intermediate English skills; additional languages are a plus.
Skills and Competencies
The successful candidate will demonstrate:
- A relentless focus on customer satisfaction.
- The ability to work effectively under pressure and in team settings.
- Attention to detail.
Soft Skills:
- Strong communication skills, both verbal and written.
- Excellent interpersonal abilities.
- Analytical and problem-solving skills, including root cause analysis.
- Project management capabilities, particularly in prioritizing tasks.
- Multitasking proficiency.
Hard Skills:
- Proficiency in relevant software, including ERP, CRM, and Microsoft Office.
Travel Requirements:
Travel is not required for this position.
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