Customer Support Specialist

HGS North America  is currently looking for a  Customer Operations Specialist  to support our client Bayer Crop Science.  

HGS  is a world leader in Customer Relationship and Business Process Management.  With a global footprint and over three decades of experience, we have helped our clients deliver exceptional results.  We develop and implement some of the best-known processes and practices to deliver a comprehensive range of industry–specific solutions.  We deliver seamless service to some of the world’s most recognized brands out of and across North America, Europe and Asia.

Principal Duties and Responsibilities:

Accountable to complete transactional tasks serving as the front-line contact for questions & support in delivering expected SLAs & customer experiences in accordance with each Brand Family’s expectations using assistance and guidance from the Customer Process Coordinator. 

• Manage inbound 800# calls across all Regions from customer, partners &       Field Sales Representatives

• Create new orders from structured input phone, email, SAP & Salesforce

• Execute and monitor transactions to enable delivery of product and billing; monitor backorders

• Execute transactional reconciliation for dealer-to-dealer / customer-to-customer stock transfer

• Initiate country stock transfers and trigger local deliveries

• Maximize effectiveness through appropriate system and technology usage while  documenting all customer interactions in Customer Relations Management Software (SalesForce)

• Provide transactional support with account reconciliation.

• Ensure completion of all necessary forms (e.g. to document legally binding agreements).

• Initiate approval requests to overcome various blocks (pricing, credit set up in system).

• Identifying & delivering cross-functional solutions to achieve Operational excellence for the Brands and Regions.

• Stimulate efficiency of order management, support regional & brand standardization for SAP transactional and support processes.

• Execute transactions associated with complaints and returns, including logging, investigating and resolving requests in the system.

Skills required:

SAP and Salesforce Experience Preferred

Background in managing and performing in a customer service setting

Ability to multi-task

Ability to think strategically

Excellent verbal and written communication skills required

Understanding of Metric based work with KPIs 

Intermediate computer Skill Microsoft Applications

Employees in this job may perform other duties as assigned.  In addition to the above, all HGS  employees are expected to:

Promote teamwork and cooperative effort.  Help train and give guidance to other HGS employees. 

Maintain a clean, safe, and unobstructed work area, and practice good safety habits.

Provide internal and external customers with the highest quality service.

 

Minimum Job Requirements: (Education, Experience, Skills)

BA/BS in Business related field preferred

Minimum of 4 years professional experience in customer service, sales support or marketing

Strong Telemarketing skills

Strong product and customer knowledge.  Complete knowledge of labels MSDSs and other product reference materials

Detail oriented

Comprehensive knowledge of company and organization

Strong verbal communication skills

Customer service orientation

Teamwork orientation

Intermediate Computer Skills Utilizing MS Word and Excel


Uses Sound Judgment & Makes Decisions Wisely

Asks questions of team members and managers to identify critical issues.  Understands the impact of a decision on customers and HGS.  Knows when to seek direction with an issue or problem and/or to gain understanding about the impact of an action or decision.

 

Shows Initiative

Proactively seeks solutions to problems before being asked. Initiates self-development efforts and seeks job enrichment opportunities.

 

Promotes Teamwork

Participates on cross functional teams.  Provides knowledge about multiple projects, products and/or customers to increase team member understanding.  Helps others improve individual contributions as a team member.

 

Communicates Effectively

Listens and converses with a variety of audiences.  Extracts key issues from others by asking the right questions.  Able to present information and ideas in a cohesive and logical manner.

 

Embraces Differences

Takes accountability for own progress and seeks to continually improve. Responds to others’ varying needs. Appreciates differences among team members.

 

Drives Customer Focus

Identifies opportunities to exceed the expectations of customers.  Establishes and nurtures strong sustainable collaborative relationships with internal and external customers. Designs internal work processes to improve customer service. Adds value to the organization by providing exemplary customer service.  Follows up, gets help from others when necessary.

PandoLogic. Keywords: Customer Service Representative, Location: Bridgeton, MO - 63044
Company
HGS - St. Louis
Posted
06/11/2021
Type
Full time
Salary Range
$26,000.00 - 40,000.00
per Year
Salary range estimated by
Location
Bridgeton, MO 63044, US