Job Description Summary

　　I.ROLE SUMMARY:

　　You will provide a high level of customer service to our internal and external customers. You will process customer inquiries and orders and will build and maintain business relationship with an assigned pool of Customers. You will participate in continuous process improvement initiatives to bring solutions to Customer needs. You will escalate customer issues appropriately within the organization and maintain responsibility for follow-through to ensure satisfactory resolution. You will work closely with Transportation, Warehousing, Planning, Production, Sourcing and Engineering teams to ensure flawless execution.

　　Job Description

　　ESSENTIAL RESPONSIBILITIES:

　　Creates a positive experience for the Customer by consistently providing superior service and support on a daily basisAccountable for the day-to-day execution of customer orders, track and trace, coordination of customer returns, warranty claims as well as ensuring that the customer receives an accurate invoice.Effectively and completely handle all customer inquiries, provide status reports on a regular basis (online, calls, Excel etc.)Act as the primary contact for assigned pool of accounts, provides backup of accounts for other team members in their absence.Manage critical metrics to include response time to customer, case fill and on-time delivery.Collaborate with Team Leader to identify and implement strategic initiatives to enhance customer relationships.Generate reports and regular review of account status and other duties as assigned by the Customer Service Team Leader.Builds relationships and depth of understanding of Customer expectations and ensuring timely execution of order fulfillment functions.Supports all other internal departments with relevant information/customer specific details and co-operates with them to achieve customer's requirementCommunicates interdepartmentally to gather all valuable information that can be provided to aid customer questions and concerns efficiently.Will be familiar with customer contracts from given perspectives

　　QUALIFICATIONS/REQUIREMENTS:

　　Bachelor's degree2 years' experience in customer service or order management highly preferredExperience working with Order ManagementFluent in EnglishMS Office knowledgeOpen to work with participates from different culturesExcellent written and verbal customer service skillsHighly Self-motivatedProactive work ethicAbility to handle escalated situations requiring sensitivity and responsiveness to customer concernsCustomer- and solution-oriented mindset

　　Additional Information

　　Relocation Assistance Provided: No