Sr/Lead Customer Care Rep

Ringkasan Fungsi
Responds to customer calls and processes customer orders from receipt to shipment. Handles customer inquiries and resolves service-related issues and co mplaints, including those from the more complex customer accounts. Acts as a resource to others and may serve as team lead, depending on region.
Ensure all finished goods are delivered to customers, in the Region, on time (as defined at the time of order confirmation), in the most efficient and cost-effective way, in order to ensure customer satisfaction.
Tanggung Jawab

• Answering incoming customer calls and uses system to enter order details. Collects information needed from customer and ensures full understanding of customer’s requirements
• Using excellent customer service skills, establishes and maintains effective working relationships with transportation carriers.
• Prepare written weekly report as well as monthly report.
• Participates in system testing and assists identifying and coordinating resolutions of ERP systems issues. Tests and reviews new procedures.
• Carrier freight bill auditing: Review carrier invoices & audit for correct pricing & charges. Process payment spreadsheet for A/P.
• Handles a variety of customers’ concerns and asks appropriate questions to fully understand issues. Solves the more complex problems. Uses other systems to log in and track customer complaints. Ensures responses to customer are completed in a satisfactory manner.
• Work with transportation carriers and agent to ensure export-import shipment can be fulfilled according to customer demand.
• Coordinating order details with customers, including suggesting changes in shipment dates or product quantities, when required, due to availability restrictions. Interacts with other Shared Services departments and/or plant locations to ensure shipments are handled as requested.
• Adheres to policies, procedures including safety, internal control, Sarbanes-Oxley regulations and ISO 9001:2015 and 14001:2015 standards.
• Supports efforts to implement and maintain the Responsible Care® Management System in line with the requirements of the RC14001® technical specification, as applicable to the site/region.
• Acts as a resource to less-experienced team members, assisting with problem resolution as needed. May provide training and/or act as team lead by allocating work and providing technical leadership to others in the group.

Persyaratan

• Strong MS Office skills required (Excel, Word, Notes, Power Point), prior JDE experience a plus
• Customer service orientation; displays proper sense of urgency regarding customer needs
• Ability to provide training and instructions to others; communicate and interact effectively with peers and customers
• In-depth knowledge of logistics, specifically customer services of export import and order processing procedures
• Strong problem-solving skills, including use of process-improvement techniques, such as root cause analysis