Customer Service Representative

Job Summary

The Front Office Representative is responsible for, answering customers’ questions by different communication channel as phone or e-mail, resolve customer complaints and managing order releases. This role works with business partners in the supply chain and beyond to ensure on-time and complete delivery of goods.

The Front Office Representative helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer service across the designated area.

This role is the connection between Supply Chain structure with our internal and external customer, so it is key to have a proactivity attitude to create the customer loyalty and contribute to the organization’s successKey Accountabilities Administer day-to-day activities of customer order management, specifically:

• Handle customer inquiries, process returns, and resolve customer issues promptly.
• Oversees Order release through tasks created because of data or stock management.
• Use root-cause analysis to understand key drivers of complaints in support of continuous improvement.
• Identify potential obstacles in the fulfillment process, and work with any stakeholders to take corrective action.
• Identify actions of improvement towards proactivity towards Customer Satisfaction
• Liaise with IT to implement the required system improvementsDisplay a customer-centric attitude and maintain strong customer relationships, specifically:
• Understand customer expectations and translate the voice of the customer for internal stakeholders.
• Identify and implement ways to better meet customer needs and provide superior customer service.

Ensure clean and accurate data management and analysis, specifically:

• Integrate customer data from various reporting channels as necessary.
• Produce and maintain reports presenting and analyzing key performance indicators.

For audit, compliance and regulatory purposes, the legal Company name is: WERFEN SA

• Support the preparation and review of internal and external scorecards.

Drive continuous improvement in customer fulfillment systems and processes, specifically:

• Monitor systems and processes to identify opportunities for continuous improvement.
• Develop and present recommended improvements to the relevant Front Office Manager in Customer Service.

Uphold quality, safety and compliance standards, specifically:

• Model adherence to quality, compliance and/or safety requirements.
• Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so.
• Report any quality, safety or compliance incidents to the appropriate individuals and take immediate corrective action.

Networking/Key relationshipsThis role requires frequent interaction with the members of the Back Office Customer Service teams, including the director, managers in Customer service. Additionally, this role communicates regularly with IT, Sales and planning to resolve issues and ensure that customer expectations are met.

Minimum Knowledge & Experience required for the position:

This role requires a bachelor’s degree, preferably in supply chain management, logistics, business administration, engineering or a related field. This role requires two to three years’ experience in supply chain, logistics or a related function and at least one year of customer service experience.

Highly recommendable some sort of commercial/selling experience Knowledge of master data and table files a plus Advanced skills with Microsoft Office. Strong ERP (SAP) and CRM experience preferred. Fluent in local language, desireble fluent english and other languages will be a plus.

Skills & Capabilities:

The ideal candidate demonstrates the following traits:

• Focuses relentlessly on customers
• Works well under pressure
• Works well in teams
• Pays attention to detailsThe ideal candidate has the following competencies and skills:

Soft

Skills

• Communication skills, including verbal, written and presentation
• Interpersonal skills
• Analytical, decision making and problem-solving skills, including the ability to conduct a root cause analysisFor audit, compliance and regulatory purposes, the legal Company name is: WERFEN SA
• Project management skills, especially the ability to prioritize work
• Ability to multitaskHard

Skills

• Proficiency in relevant software, such as ERP, CRM, and Microsoft Office