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Customer Service Coordinator
hace 2 meses
Overview
The Customer Service Coordinator plays a vital role in ensuring customer satisfaction by managing inquiries through various communication channels, including phone and email. This position is essential for addressing customer complaints and overseeing order management processes. By collaborating with supply chain partners and other departments, the Customer Service Coordinator contributes to the 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 responsibilities include:
- Managing daily customer order activities, including handling inquiries, processing returns, and resolving issues efficiently.
- Overseeing order releases and ensuring accurate data management.
- Conducting root-cause analysis to identify and address the underlying causes of customer complaints.
- Proactively identifying potential challenges in the fulfillment process and collaborating with stakeholders to implement solutions.
- Enhancing customer satisfaction through proactive measures and improvements.
- Working with IT to facilitate necessary system enhancements.
Customer Relationship Management
The role requires maintaining strong relationships with customers by:
- Understanding customer expectations and effectively communicating their needs to internal teams.
- Identifying and implementing strategies to exceed customer expectations and deliver superior service.
Data Management and Analysis
Ensuring accurate data management involves:
- Integrating customer data from various reporting sources as needed.
- Producing and maintaining reports that analyze key performance indicators.
- Supporting the preparation and review of internal and external performance scorecards.
Continuous Improvement
The Customer Service Coordinator is expected to:
- Monitor systems and processes to identify opportunities for improvement.
- Develop and present recommendations for enhancements to the relevant management.
Compliance and Quality Standards
Upholding quality and compliance standards includes:
- Adhering to quality, compliance, and safety requirements.
- Completing all necessary training within specified 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 requires regular interaction with various teams, including Back Office Customer Service, IT, Sales, and Planning, 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 related area, along with at least one year in customer service.
- Preferably some experience in sales or commercial roles.
- Knowledge of master data management 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 Attributes
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 and strong analytical skills.
Soft Skills:
- Excellent communication skills, both verbal and written.
- Strong interpersonal abilities.
- Proficient decision-making and problem-solving skills, including conducting root cause analysis.
- Effective project management skills with the ability to prioritize tasks.
- Capability to multitask efficiently.
Hard Skills:
- Proficiency in relevant software, including ERP, CRM, and Microsoft Office.
Travel Requirements:
This position does not require travel.
