Senior Customer Service Representative

Order Management

• To run and follow up on control reports to ensure that the order to payment process is fulfilled.
• Enhance work practices and derive efficiency.
• Act as a Subject Matter Expert for all systems to support colleagues and wider business
• Facilitate the sales of the company’s products through up selling and cross selling.
• Provide visibility to customers on order status
• To process all orders efficiently, accurately and in line with policies and procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price/sku changes).

Complaint Management

• Collaborate with other departments at regular meetings for continuous reduction in complaints and improvement to total Customer Experience.
• Keep customer informed on the complaint status & manage complaints to closure

Customer Management

• Own the region and territory nominated for service offerings and maintain Customer Satisfaction, very important part for this position
• To handle telephone calls and emails dealing with Customers’ needs and expectations in line with procedures, and according to departmental KPIs.
• Build relationships with key customers
• Become a Customer Expert and support visits and relationship activities with customers as requested.
• Perform Welcome Calls and follow up on company survey’s to maintain good Customer Relationships.

Sales Support

• Play a vital role in sales growth which can lead to your growth
• Attend important meetings to improve the service
• Collaborate with Sales team to achieve Organization goals
• Review availability with Supply Chain & meet demands of customer
• Act as the first point of escalation.

Other Tasks

• To keep the department leader up to date with account progress, product and range development, and problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.
• Assist with other areas of the business as required, providing cover where necessary.
• Play an active role in company change process through positive communication to internal and external Customers.

This position is to handle the Customer Service process for Indonesia

Needs to be well versed with the order management cycle and Language skills of Bahasa Indonesia are required