Coordinate a team of customer service representatives to ensure all customer needs and expectations are met. You will oversee the response to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs and RMA's. You will communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues. You will process orders including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies. You will act as a change agent and look for ways to improve Customer Care processes.

Key Responsibilities

• Manage Returns
• Customer Billing Coordination
• Review Forecast Reports
• Order Processing
• Team Management

WE VALUE

• Relevant Diploma or Degree with minimum 3 years working experience in order management and CS and order fulfillment
• Knows SFDC and SAP - proficient level. Knowledge in SAP (order management package), and Proficient in MS Office application
• Customer service with order management experience. Excellent Customer service skills - Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills excellent command of English (Spoken & Written)
• Knows shipping incoterms, shipping methods, warehouse process, transportation delivery and customer pickup scheduling,
  • Done follow-up with planners and factory
  • Good in Excel and MS office - proficient level
• Excellent personality traits; Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal focused
• Analytical thinking and high problem-solving skills.
• Effective Team Player, high level sense of urgency and responsibility with the ability to Work Independently
• Ability to speak local dialect will be an added advantage

Additional Information

• JOB ID: req438324
• Category: Customer Experience
• Relocation Tier:
• Security Clearance:
• Aviation Authority (FAA for US):
• Band: 03
• Referral Bonus: 2000
• Requisition Type: Pipeline Requisition
• US Citizenship:
• FLSA Statement:
• FLSA CODE: Exempt