Job Responsibilities :
Works closely with the customer and Kodak internal partners ensuring order to cash processing expectations are met. Multi-faceted role that supports warehouse facilities, supply chain, logistics, Sales, Service, and the credit / collections department.
Processes orders, returns, credits, discrepancies and manages order status follow-up requests, via phone, email, and Partner Place / B2B.
Role will also create service calls for break / fix repairs.
Customer Service Representative Job Duties :
- Strong Customer Service experience
- Ability to respond to incoming customer inquiries while using multiple systems to accomplish daily tasks.
- Build relationships and work closely with customers and Kodak internal partners.
- Exercises active listening skills, conflict resolution and negotiating skills with external customers and internal partners.
- Understand customer’s expectations, processes, and needs. Escalates issues or process gaps and participates in activities to address gaps or misses.
- Work with management and other internal Kodak partners to ensure processes are capable of meeting customer’s expectations in an efficient manner.
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem;
expediting correction or adjustment; following up to ensure resolution.
- Analyzing information and evaluating results to choose the best solution and solve problems.
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Prompt in responding to inquiries or to notify customers of any planned adjustments.
Education / Experience :
- Bachelor’s degree, post-Secondary diploma or Equivalent.
- 3 to 5 years of Customer Service Experience preferred.
- Experience with SAP desirable, or an equivalent ERP system.
- Experience with Salesforce desirable.
- Knowledge of personal computer-based software applications (MS Office, Lotus Notes and SharePoint).
Key Competencies :
- Strong problem analysis and problem-solving
- Interpersonal skills
- Communication skills - verbal and written.
- Self-motivated and able to work under pressure.
- Able to foster and remotely build relationships with internal / external customers.
- Attention to detail and accuracy.
- Adaptability
- Results Orientated
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