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Job Description
Role Overview
Responsible for responding to customer inquiries and resolving customer complaints. Also accountable for maintaining a high level of customer satisfaction through timely and correct order processing.
Duties and Responsibilities
- Investigates and resolves customer complaints regarding billing, shipping delays and products.
- Responds to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
- Owner of the Order Receipt and Processing on the system: Processes orders by inputting to system, providing confirmation to customers regarding order receipt and availability.
- Generates non-routine correspondence to secure additional customer information or resolve customer disputes.
- Serves as liaison with sales, manufacturing, purchasing, engineering and shipping personnel to handle customer inquiries and complaints.
- Solicits and tracks customer feedback.
- Conducts customer surveys.
- Point of contact for customers for claims.
- Places orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.
Job Requirements
Qualifications:
- A Bachelor’s degree, preferably in Supply Chain.
- 2-4 years related experience
- High Sense of Customer Service and Ownership
- Ability to work on their own initiative and proactively interact with teams to obtain information
- Ability to identify areas that require improvements and suggest plans for remediation.
- Ability to react quickly and decisively to constantly changing demands
- Excellent PC and data bases skills; JDE knowledge is an advantage.
- Customer and performance oriented.
- Good Team player.
- Good interpersonal skills
Skills:
- Good Communication Skills.
- Organization and priority setting.
- Team player.
- Not easily frustrated.
- Works well under pressure and in stressful situations.
- Analytical Capability.
- Attention to detail.
- Solution oriented.
- Responds quickly and positively to constructive criticism.
- Communication – Both verbal and written
- Good knowledge of Excel and PowerPoint.
- Knowledge in Logistics, Shipping/Freight forwarding.
- Should have experience in handling Letter of credits
