My well known client based in Watford is looking for two Customer Service Representative with excellent communication skills with both oral & written fluency, in English and at least one of the following languages, is a requirement:
- Spanish
- Italian
- Polish
- French
A combination of a minimum 2 languages, out of the 4 above, is preferred and would be a definite advantage.
Job Summary:
To be responsible for the whole order management process, from placing the orders until the goods have arrived at the customer side. This requires liaising and working closely with other departments of the organisation. Opening tickets for calls and e-mails for technical emergencies and enquiries. Creating quotations and pre-payment forms and handling customer cases pro-actively. Focusing on the customer and providing an outstanding customer service through a good verbal and written communication and relationship building. Following internal processes while thinking independently and outside the box.
Key Responsibilities:
- To manage customer enquiries (via phone or e-mails) in a timely manner to provide our customers with an efficient, reliable service
- To manage customer orders (with an increasing emphasis on electronic orders) from order entry to billing, as well as sending and following up on quotations and pre-payment documents
- Opening, updating and managing tickets/cases in our system for each customer enquiry in line with customer expectations and within their contract terms and liaising with other departments
- To respond effectively to queries relating to customer orders and deliveries, resolving customer complaints and queries as well as raising credits and debits to ensure any outstanding customer deductions are resolved and all information communicated in a timely manner
- To manage deliveries in line with customer expectations, liaising with 3rd party warehouses and other supply chain contacts
- To dispatch customer and partner requests for support through the correct channels to make it possible for the technical support team to act on the customer request
- To monitor/navigate multiple systems and ticket queues constantly throughout the workday
- To be in regular contact with our Sales Account Managers and other internal departments to ensure relevant information relating to customer orders, enquiries & deliveries is communicated in a timely manner (especially changes to expected customer demand – abnormal orders, postponed or cancelled deliveries, etc)
- To understand the operational requirements of key customers (key contacts, delivery specifications, booking requirements, etc)
- To implement process improvements which will improve operational effectiveness and enhance profitability
- To ensure that customer account records are kept up to date for audit purposes
- To identify and resolve with the data management team any master data errors affecting the OTC process
- To provide support for other members of the team (and back up as required for other CS teams)
Qualifications, Skills & Experience:
-
PC skills – competent on Outlook, Salesforce, Excel, Word
-
SAP experience would be an advantage
-
Ability to:
-
Work on own initiative and as part of a team (team spirit)
-
Think outside the box to understand connections to other departments and processes (to see the bigger picture)
-
Work under pressure and to tight deadlines when required
-
Prioritise workload and manage time effectively
-
Multitask and coordinate activities across relevant departments
-
Monitor/navigate multiple systems and tickets/cases at the same time throughout the day and knowing how to prioritize