Job description / Role
The Customer Service Professional (CSP) position is responsible for providing quality and efficient customer service to customers through the daily management of accounts as well as learning all accounts and processes within the department.
PRIMARY DUTIES AND RESPONSIBILITIES:
• Responsible for prompt and accurate processing of customer orders and inquiries in SAP
• Build sustainable relationships of trust through open and interactive communication
• Responds to customer requests for reports, bills of lading, certificates of analysis, MSDSs, invoice copies, general invoice inquiries, shipment location/status billing adjustments, order changes, product returns and account adjustments/master updates in a timely manner
• Update customers and work issues relating to inventory availability
• Coordinate response for all emergency or special supply situations
• Communicates projected late delivery date in a timely manner to respective customers
• Engages pricing coordinator and customer set-up as required for resolution of customer issues
• Escalates unresolved customer complaints, inquiries, etc. to the Lead CSP as required
• Maintains excellent external customer relationship ensuring contract and customer specific requirements are executed
• Interface with appropriate departments regarding late and missed deliveries
• Communicate carrier/transportation issues to appropriate parties
• Should process an average of 15 - 22 transactions daily
• Understand and maintain customers that have reservations
• Understand processes for consignment and PSL accounts
• Ability to learn and back up the Vendor Management Inventory process
• Ability to teach best practices in a structured environment
• Availability to work weekends and/or travel as necessary for business meetings and/or customer visits
Requirements
• Associate or Bachelor’s Degree is preferred
• Minimum of 5 years Customer Service experience in a manufacturing environment is required
• Proficient in all Microsoft applications
• SAP experience preferred
• Strict attention to detail and ability to grasp nuance
• Excellent Customer focus/Excellent team collaboration
• Exhibit strong written/verbal communication and organizational skills
• Multi-lingual (Spanish) is preferred but not mandatory
• Exceptional problem solving/decision making abilities
• Thorough and accurate work with high volume of paperwork
About the Company
A leading manufacturing company in UAE.