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Customer Service Representative
hace 1 mes
Customer Service Representative
The ideal candidate will serve as a single point of contact for commercial support to our customers and sales representatives, interacting frequently with Chemetall's manufacturing areas and warehouses.
Key Responsibilities:
- Fulfill order management in SAP
- Drive customer affinity by delivering exceptional customer service, meeting or exceeding phone and email metrics as well as team service level agreement
- Identify and implement process improvements
- Facilitate proper and efficient information flow to meet or exceed customer needs and departmental and division-wide performance expectations
- Ability to handle high-pressure, fast-paced environment requiring diligence to detail
- Proven analytical and critical thinking skills
- Ability to constructively manage conflicts and discrepancies towards positive resolution
- Prioritizing customer demand to assist with improved product flow
- Work with finance team to resolve customer credit and billing requests
Additional Responsibilities:
- Collect and react to customer feedback and claims, derive insights for sales and technical service, forward requests – if necessary – to technical service
- Provide information about ECT products and services to customers
- Monitor history of order volume and product portfolio
- Derive strategic insights for marketing and segment managers
- Provide input for sales and production planning process: keep track on orders and coordinate with supply chain and operations to ensure frictionless product supply
Requirements:
- Advanced English
- BS Degree preferred
- 1-2 years of similar work experience required
- Relationship management and customer care on phone
- Understanding customer order patterns and support
- Analytical thinking: data analysis and evaluation
- Interface with supply chain and sales
Preferred Skills:
- Knowledge of CRM software and SAP
- Excellent communication and administrative skills
- Strong knowledge of Microsoft Office (word, excel, email, internet)
- Strong listen, written and verbal communication skills
- High Ability to speak, write, and read English
