Executes day-to-day customer service tasks according to defined procedures and standards. Handles recurring customer inquiries and issues, such as order status updates or product defects, by applying prescribed solutions. Key responsibilities include logging customer interactions into the system for record-keeping and follow-up, escalating unresolved issues to higher-level support, ensuring timely resolution of customer complaints and providing basic product recommendations based on customer needs and ensures compliance with company policies while maintaining a high level of customer satisfaction. For more complex issues, uses past experience and available resources to resolve the problem effectively. Communicates with customers to provide clear and accurate information, offering explanations when necessary to ensure understanding.
Maintains and attracts potential customers by handling inbound sales and customer
communication (emails, calls) relating to service status or challenges, concerns, issues within the
· Handles inbound sales and customer communication (calls, emails) in the processing,
expediting, and troubleshooting of customer orders.
· Owns the customer request and experience from initiation to conclusion.
· Processes, via computer, all customer requests. Utilizes multiple and often complex systems,
programs, and monitors in order to research information.
· Proactively interacts with outside sales force to ensure regular communication on pricing and
other customer concerns. Provides high-level, quality service, closely aligned with sales, to
· Follows up with Sales Department, suppliers, and customers on any outstanding issues.
· Looks for opportunities to provide solutions. · Makes recommendations on areas for process improvement. · Make decisions based on policies and past precedence, seeking guidance as necessary. · Accountable to performance metrics such as schedule adherence, productivity standards and quality standards. The CSR will proactively place customer order and follow them through - ensuring that the delivery takes places, and the customer is invoiced correctly. Including but not limited to: · Delivery issues, · Delivery/billing/order blocks · Order cancelations · Order release · Order Management – EDI Blocks release · Documents Request (Cert. of Analysis, Safety Data Sheet…) · Price enquiries · Incoming CMD tasks (in collaboration with CMD Team) · Samples requests and ZORI orders · Plant check · Replacement orders (SD) · S20 · Specific customers with dedicated “Customer service responsibility”. Performs other duties as assigned, ex. Trainer task, QREP, Support Analyst (Optimization)