The Customer Service Representative (CSR) is responsible for providing best in class support for IEWC customers. Reporting to the Customer Service Team Lead, this role manages the day to day customer activities such as customer orders, presale inquiries, and post-sale transactions.
The CSR works collaboratively with internal partners applying excellent customer service and communication skills, order management capabilities and system knowledge to support given territories and to meet the daily needs of the customer.
As the CSR, you will represent the IEWC brand and value proposition, and become the face to the customer in their daily activities.
KEY RESPONSIBILITIES :
Manage customer orders timely and to the highest level of accuracy by : Reviewing customer purchase orders (PO); reviewing PO to Customer Material Information (CMI);
and entering order into SAP.
- Respond to all customer inquiries with sense of urgency and first contact resolution.
- Run back / late order report and collaborate with customers to manage appropriate expectations and proactively resolve problems.
- Administer customer order changes, expedites, tracking and cancellations.
- Assist in updating customer and material information promptly in SAP.
- Administer sample requests from customers and Sales team.
- Process all incoming emails, calls and faxes promptly and to the highest level of accuracy.
- Work independently with minimal supervision in a fast paced environment.
- Contribute to process efficiency and customer experience continuous improvement efforts.
- Resolve product or service problems by : clarifying customer complaint; determining the cause of the problem, creating a return authorization;
providing customer with best solution to solve the problem expediting correction or adjustment and following up to ensure resolution.
- Work in SAP, Microsoft Word, and Excel.
- Work with the appropriate Sales person to service the customer on any changes in the Customer Master file.
QUALIFICATIONS :
- Associates degree or 2+ years of customer service or equivalent job-related experience
- Strong verbal, listening and written communication skills
- Working knowledge of Microsoft Office and Excel
- Ability to work in Windows environment and learn multiple computer applications ( SAP , Onenote, Outlook)
- Ability to conduct problem solving in day-to-day operations
- Strong time management, multi-tasking and organizational skills
- Ability to work under pressure and to make decisions autonomously
- Strong attention to detail in a highly dynamic and changing environment
- Ability to apply critical thinking and analyze information
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