Customer Facing Representative

Descrição

Descrição:

KEY RESPONSIBILITIES

Create open communication with customers and field so that any changes or impact on customer expectations are timely communicated (i.e. shortages, price or SKU discrepancies, etc)

Answer incoming calls that deal with Customers’ needs and expectations

As customer issues arrive, take ownership of concern(s) and resolve within Key Performance Indicators (KPIs) and when necessary, coordinate activities with other departments to ensure complete customer satisfaction

Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns

Serve as the main point of contact for Sales Team for all issues relating to the order and distribution process

Process orders timely and accurately making note of special instructions

Accurate and timely reporting of Day-In-The-Life reports to ensure order to payment process is fulfilled

Promote and expand company products through cross selling and up selling techniques

Assist with other areas of the business as required including back up support for other team members when necessary

Communicate frequently with management to provide updates of account progress, product and range development and escalation of issues or concerns

Approach to make recommendations and implement improvements to existing processes

Actively participate in relevant meetings to identify ways we can improve the service we offer to internal and external customers

Create open lines of communication via phone/e-mail with Account Managers to enable complete visibility of key customer issues

Outros requisitos:

REQUIRED QUALIFICATIONS:

Fluency in English with exceptional written and verbal communication skills

High school diploma or equivalent, Associate and/or Bachelor’s degree preferred

5+ years of relevant work experience in a Customer Service and/or Account Management function preferred

Computer literacy (SAP, SalesForce, Microsoft Office, Gmail and Google documents)

Ability to work to report to work on time and perform full shift (as there is a requirement to cover different time zones shift times may end as late as 7:00pm Eastern Standard Time)

High speed internet access for occasional work from home capabilities

Ability to work on local holidays to support the North American business.