Sr Customer Service Representative

Work Schedule

Environmental Conditions

Job Description

Key Responsibilities:

• Be a role model and provide outstanding customer service experience to our external customers and internal collaborators in the field of invoicing, administration, order management, quotations, master data.
• Handle partner concerns, address customer issues, process and follow up on all relevant requests within the division’s guidelines, collaborate with other departments (sales and commercial, distribution, finance) to meet customer needs or resolve problems to ensure timely handling of inquiries.
• Become proficient in Customer Relationship Management systems.
• Enforce to company policies, operational regulations and departmental training guidelines.
• Deliver on promise on daily/weekly/monthly key performance indicator metrics. Engage in efficiency and productivity initiatives.
• Play a key role on assignments/projects as the need arises by business expectations.
• Consistently apply and meet the process expectations and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality. Develop and review training materials and contribute to new joiner trainings.
• Use relevant daily customer service reports.
• Assess individual customer requirements and if required direct activities to appropriate partner departments.
• In order to meet the seasonal requirements of the business, it might be required to participate in cross training and cross support activities, which involve joining assignments to other customer service teams.

Skills:

• Demonstrate high integrity and compliance.
• Display attention to detail and accuracy.
• Good problem-solving skills and ability to multitask
• Possess self-motivation, passion, a positive attitude and excel as a great teammate.
• Strong written and verbal communication skills.
• Good organizational skills and the ability to prioritize workload optimally.
• Demonstrate judgment, diplomacy in dealing with internal and external customers.
• Work on own initiative on daily routine tasks as well as solving system issues.
• Ability to handle uncertainty, take action with limited information, take ownership of tasks and understand the broader context, demonstrate a positive and proactive approach to finding solutions.
• Proficient Microsoft Office user.

Experience:

• A minimum of 2-3 years’ customer service experience is required in an SSC/multinational/office environment.
• Experience with ERP systems preferred but not crucial.

• • Requires a high school graduate. A Bachelor’s Degree is preferred but not crucial, candidates with proven experience and knowledge will also be considered.

Working Conditions:

• This position requires repetitive typing and regular use of a computer plus multiple displays.
• Most of the other physical demands are typical with those associated with an office environment.
• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.

Key responsibilities stated in this document are the minimum required but are not limited to these, always within Customer Care area of expertise.