Sr Representative, Customer Service

hace 2 semanas

Saltillo, México Avient A tiempo completo

**CUSTOMER SERVICE REPRESENTATIVE SENIOR**

The Customer Service Representative Sr is the primary point of contact for an assigned group of customer accounts. The purpose of the Customer Service Sr function is to serve as the face to the customer providing value added services that grow our business. Individuals in this position respond to and manage internal and external customer requests, orders, concerns, suggestions and complaints. Internally, the CSR interacts, gathers information and coordinates related activities with sales staff, production planning, logistics, technical services and external vendors. The majority of contacts are customers, although there is frequent contact with a supervisor to obtain advice or additional authority to resolve issues. The CSR Sr must support and participate in Lean Six Sigma initiatives and must take responsibility to continually develop and use sound judgment in decision making and problem solving. As representatives of Avient, individuals in this position are required to follow and communicate Avient business practices to customers and demonstrate the Avient Code of Conduct, ethics and values on a daily basis. Avient and customer information must be kept appropriately confidential.

**EDUCATION**
- Degree Business Administration, International Business or similar
- **_Fluent English_**

**EXPERIENCE**

Providing customer service by product and service information; resolving product and service problems (2-3 years)

**PROFESSIONAL SKILLS**
- Product Knowledge
- Order Management
- Customer Service
- Account Management
- **_Working knowledge of MS Windows, RP Oracle or SAP_**

**PERSONAL SKILLS**
- Time/Priority Management
- Conflict Resolution Skills
- Stress Management
- Work on Team
- Self Motivated
- Attention to details
- Analytical Skills
- Ability to Multitask

**MAIN ACTIVITIES**:

- Provide customer focused service to assigned accounts.
- Respond to and manage customer orders from order entry to delivery and invoicing.
- Communicate effectively over the phone and electronically.
- Use a variety of systems to enter and complete transactions.
- Understand customers’ business operations and their needs.
- Understand our products and services from a technical perspective and those of competitors.
- Key inside contact for specific customer/seller base.
- Process incoming orders, confirm pricing and availability of product.
- Advise customers of order status.
- Provide relevant customer information to other departments: forecasts, personnel changes, address changes, receiving schedules, etc.
- Timely and accurate administration of sales orders, customer complaints, material returns and credits.
- Answer price and availability questions.
- Respond to customer literature requests for MSDS, Certifications.
- Use system reports and inquiries to drive activities that ensure superior customer service.
- Process new customer/update requests.
- Provide market or account intelligence gained through customer contact.
- Participate in customer calls and visits with sellers.
- Proactive communication with product supply reps and shipping department of any order changes customer initiates.

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