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Customer Service Specialist
hace 2 meses
Overview
The Customer Service Specialist plays a crucial role in addressing client inquiries through various communication channels, including phone and email. This position is essential for resolving customer complaints and overseeing order management processes. The Specialist collaborates with supply chain partners to ensure timely and complete delivery of products, thereby enhancing customer loyalty and supporting the company's sales and revenue goals through exceptional service.
Key Responsibilities
The primary duties include:
- Responding to customer inquiries, processing returns, and resolving issues efficiently.
- Managing order releases and ensuring accuracy in data and stock management.
- Utilizing 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.
- Maintaining a customer-focused approach and fostering strong relationships by understanding and advocating for customer needs.
- Identifying and executing strategies to enhance customer satisfaction and service quality.
- 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 management.
- Adhering to quality, safety, and compliance standards, reporting any incidents, and taking corrective actions as necessary.
Networking and Key Relationships
This role requires regular interaction with Back Office Customer Service teams, including directors and managers. Additionally, frequent communication with Sales and Planning teams is necessary 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 of customer service experience, is preferred. Experience in commercial or sales roles is advantageous. Proficiency in Microsoft Office, knowledge of master data management, and familiarity with ERP (SAP) and CRM systems are desirable. Fluency in the local language is required, with proficiency in English, German, or additional languages considered a plus.
Skills and Competencies
The ideal candidate will demonstrate:
- A relentless focus on customer satisfaction.
- The ability to work effectively under pressure.
- Strong teamwork capabilities.
- Attention to detail.
Key competencies include:
- Excellent communication skills, both verbal and written.
- Strong interpersonal abilities.
- Analytical thinking, decision-making, and problem-solving skills.
- Capability to multitask effectively.
Travel Requirements
Travel is not required for this position.
Work Environment
The role allows for a hybrid work arrangement, with two days of remote work and three days in the office.
