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Customer Service Representative
hace 1 mes
Job Summary
The Customer Service Representative is responsible for day-to-day order management, including receiving customer orders, cleansing orders, removing order blocks, processing change requests, resolving customer complaints, answering customers' questions via different communication channels, and managing order releases. This role works with business partners in the supply chain and beyond to ensure on-time and complete delivery of goods. The Customer Service Representative helps drive customer loyalty and achievement of the company's sales and revenue objectives by delivering exceptional customer service across the designated area.
Key Responsibilities
Administer day-to-day activities of customer order management, specifically:
- Oversee customer orders, including order entry, order status, document creation, stock allocation, order release, shipment tracking, sales recognition, and document management.
- Regularly update customers, suppliers, and internal stakeholders on order status and any issues.
- Handle customer inquiries, process returns, and resolve customer issues promptly.
- Use root-cause analysis to understand key drivers of order failure in support of continuous improvement.
- Identify potential obstacles in the fulfillment process, and work with stakeholders to take corrective action.
Customer-Centric Approach
Display a customer-centric attitude and maintain strong customer relationships, specifically:
- Monitor and improve customer feedback systems.
- Understand customer expectations and translate the voice of the customer for internal stakeholders.
- Update and maintain presentations used in customer reviews.
- Identify and implement ways to better meet customer needs and provide superior customer service.
Data Management and Analysis
Ensure clean and accurate data management and analysis, specifically:
- Integrate customer data from various reporting channels as necessary.
- Produce and maintain reports presenting and analyzing key performance indicators.
- Support the preparation and review of internal and external scorecards.
Continuous Improvement
Drive continuous improvement in customer fulfillment systems and processes, specifically:
- Monitor systems and processes to identify opportunities for continuous improvement.
- Develop and present recommended improvements to the Customer Service Manager.
Quality, Safety, and Compliance
Uphold quality, safety, and compliance standards, specifically:
- Model adherence to quality, compliance, and/or 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.
