Job Summary:
This role is responsible for delivering exceptional customer service and support to our clients. The Customer Support Specialist will be the primary point of contact for customers, addressing their inquiries, concerns, and issues in a timely and professional manner.
Key Responsibilities:
* Order Processing: Process all orders received via CRM system, ensuring accurate and efficient fulfillment.
* Customer Communication: Proactively communicate with internal and external customers regarding order status, providing updates and resolving any concerns.
* Account Maintenance: Review and maintain customers' open orders on a daily basis, ensuring data accuracy and up-to-date information.
* Issue Resolution: Investigate and resolve order processing issues reported by customers, working cross-functionally with other departments to find solutions.
* Data Accuracy: Collaborate with other departments to ensure accuracy of data maintained on SAP, supporting the delivery of excellent customer service.
* Customer Account Management: Keep customer account changes up to date and communicated to the commercial sales team, ensuring seamless coordination.
* Product Knowledge: Stay up to date on products, inventory levels, special requirements, and promotions, communicated from various departments to support the delivery of an excellent customer experience.
* Team Collaboration: Communicate regularly with Team Lead of all changes, issues, and potential concerns with any customer accounts.
* Inventory Management: Work with central warehouse and/or supply chain team with regards to inventory, escalations, and customer inquiries, ensuring effective inventory management.
* Quality Management: Responsible for complying with and executing applicable Quality Management System (QMS) processes, to support the delivery of an excellent customer experience.
Requirements:
* Customer Service Skills: Excellent customer service skills, with the ability to resolve customer complaints and concerns in a professional manner.
* Communication Skills: Strong communication skills, with the ability to articulate complex information in a clear and concise manner.
* Problem-Solving Skills: Effective problem-solving skills, with the ability to analyze situations and develop solutions.
* Time Management Skills: Strong time management skills, with the ability to prioritize tasks and meet deadlines.
* Technical Skills: Proficient in using CRM systems and SAP software, with the ability to learn new systems and technologies quickly.
Benefits:
* Opportunities for Growth: Opportunities for career growth and development, with a focus on continuous learning and improvement.
* Collaborative Environment: A collaborative and supportive work environment, with a team-oriented approach to achieving goals.
* Recognition and Rewards: Recognition and rewards for outstanding performance and contributions, with a focus on employee satisfaction and engagement.