Responsibilities for this position include but are not limited to, the following.
Respond to customer calls in a timely manner and receive, verify and process orders from customers.
Initiates required action for response to customer service queries for order changes, including the maintenance of order/customer information files and communicates changes to sales and relevant internal staff.
Resolve customer queries and issues, including follow-up of actions to ensure completion/resolution of the issue.
Initiates required action for response to customer service requests by referral to internal helpdesk or appropriate service provider/partner.
Handle customer complaints/queries in a professional manner that demonstrates genuine concern for the customer’s issue and turns the issue (where possible) into a positive outcome for the customer.
Maintain accurate records on customer queries, orders, quotes and service issues.
Generate service quotes, maintain service order status information and process service orders.
Access and extract order information and customer service management data as required for inclusion in scheduled and ad-hoc reports.
Comply with applicable standard operating procedures and administrative processes.
Collaborate and communicate effectively to ensure relevant internal staff are kept informed of order requests, issues and actions.
Work with logistics and centres to ensure the product is planned for the centre in a timely manner.
Background & Skills
The ideal candidate possesses these skills
Several years of experience as a Customer Service Officer/ Sales Coordinator or Service Coordinator within a manufacturing or technical sales organization
Ability to build a strong rapport with customers.
Strong problem-solving skills and attention to detail.
Enjoys working in a team environment.
Computer literacy using SAP or an ERP system.