Customer Facing Representative

Descrição

Descrição:

KEY RESPONSIBILITIES

-Create open communication with customers and field so that any changes or impact on customer expectations are timely communicated (i.e. shortages, price or SKU discrepancies, etc)

-Answer incoming calls that deal with Customers’ needs and expectations

-As customer issues arrive, take ownership of concern(s) and resolve within Key Performance Indicators (KPIs) and when necessary, coordinate activities with other departments to ensure complete customer satisfaction

-Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns

-Serve as the main point of contact for Sales Team for all issues relating to the order and distribution process

-Process orders timely and accurately making note of special instructions

-Accurate and timely reporting of Day-In-The-Life reports to ensure order to payment process is fulfilled

-Promote and expand company products through cross selling and up selling techniques

-Assist with other areas of the business as required including back up support for other team members when necessary

-Communicate frequently with management to provide updates of account progress, product and range development and escalation of issues or concerns

-Approach to make recommendations and implement improvements to existing processes

-Actively participate in relevant meetings to identify ways we can improve the service we offer to internal and external customers

-Create open lines of communication via phone/e-mail with Account Managers to enable complete visibility of key customer issues

Outros requisitos:

REQUIRED QUALIFICATIONS:

-Fluency in English with exceptional written and verbal communication skills

-High school diploma or equivalent, Associate and/or Bachelor’s degree preferred

-5+ years of relevant work experience in a Customer Service and/or Account Management function preferred

-Computer literacy (SAP, SalesForce, Microsoft Office, Gmail and Google documents)

-Ability to work to report to work on time and perform full shift (as there is a requirement to cover different time zones shift times may end as late as 7:00pm Eastern Standard Time)

-High speed internet access for occasional work from home capabilities

-Ability to work on local holidays to support the North American business.