Customer Service Specialist

PRIMARY DUTIES AND RESPONSIBILITIES

- Answer customer incoming calls/chat/emails
- Enters orders into ERP system 
- Review and resolve blocked orders
- Responds to price and availability inquiries
- Upsell placing orders of danaaftermarket.com & Teccom and use of our portals.
- Past due customer communication
- EDI process knowledge and resolve ASN issues 
- Coordinates shortage, overage, damage claims and returns
- Works with sales, accounting and product management  to resolve debits, credits, and warranty related issues
- Schedules and executes shipments in cooperation with logistics, customers and forwarders
- Handles shipment tracking 
- Handles document requests and export documentation
- Maintains master data
- Executes dunning for account receivable
- Assist with daily case volume as needed
- Participates on occasional projects upon need; supports ASMs with price lists, statistics and travel planning
- Drive for process improvement by working on cross functional teams
- Performs all other duties as assigned

EXPECTATIONS, SKILLS NEEDED

- Advanced English to start conversations and writing.
- Minimum Education (Profession / Specialty): Bachelor's degree in Administration or similar
- Required Experience (Years and Areas): Minimum of 3 years in customer service
- At least one foreign language in plus: French, German, Spanish.
- Analysis and solution of problems and decision making
- Conflict management and resolution
- Experience with CRM Sales Force system and SAP as a plus.