Customer Service Coordinator

hace 2 días

Barcelona, Barcelona, España Werfenlife Sa. A tiempo completo
Customer Service Representative

The Customer Service Representative plays a pivotal role in ensuring seamless order management, fostering strong customer relationships, and driving business growth. This role requires a proactive attitude, excellent communication skills, and a customer-centric approach.

Key Responsibilities
  • Administer day-to-day order management activities, including order entry, status updates, document creation, stock allocation, and shipment tracking.
  • Regularly communicate with customers, suppliers, and internal stakeholders regarding order status and any issues.
  • Handle customer inquiries, process returns, and resolve customer complaints in a timely and professional manner.
  • Utilize root-cause analysis to identify key drivers of order failure and implement continuous improvement initiatives.
  • Collaborate with stakeholders to address potential obstacles in the fulfillment process and ensure timely delivery of goods.
Customer-Centric Approach
  • Monitor and improve customer feedback systems to ensure exceptional customer service.
  • Understand customer expectations and translate their voice for internal stakeholders.
  • Develop and maintain presentations used in customer reviews to showcase customer-centric initiatives.
  • Identify and implement ways to better meet customer needs and provide superior customer service.
Data Management and Analysis
  • Integrate customer data from various reporting channels to ensure accurate and clean data management.
  • Produce and maintain reports presenting key performance indicators to support business decisions.
  • Support the preparation and review of internal and external scorecards to measure performance.
Continuous Improvement
  • Monitor systems and processes to identify opportunities for continuous improvement.
  • Develop and present recommended improvements to the Customer Service Manager to drive business growth.
Quality, Safety, and Compliance
  • Model adherence to quality, compliance, and safety requirements.
  • Complete all quality, safety, and compliance training within defined deadlines and motivate others to do so.
  • Report any quality, safety, or compliance incidents to the appropriate individuals and take immediate corrective action.

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