Customer Service Representative

Are you the type of person who is always ready to help others? Do you have a passion for customer service and want to be part of a dynamic team? We are looking for an enthusiastic Customer Service Representative who can elevate customer satisfaction with a smile. In this role, you’ll be the first point of contact for our customers, ensuring they receive the right support. You have excellent communication skills and can multitask effectively in a fast-paced environment

Your tasks and responsibilities as a Customer Service Representative:

• Responsible for assigned customer accounts and backup for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
• Act as the single-point-of-contact to customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
• Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.
• Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
• Maintain accurate records of all internal and external interactions in the appropriate database/system.
• Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.
• Prepare and distribute standard and customized internal and customer reports.
• Understand Customer Order Management policies, procedures and metrics.
• Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
• Participate in/lead process improvement projects.

The Customer Service Representative we're looking for has the following characteristics:

• You have a very good knowledge of English (written and verbal)
• You communicate effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• You are strong at building customer relationships and delivering customer-centric solutions.
• You're actively seeking new ways to grow and be challenged using both formal and informal development channels.
• You demonstrate the phases of the end-to-end order life cycle, terminology and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience.
• Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
• You demonstrate the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements.