Junior Customer Service Executive (PE-11971)
• Willingness and ability to build great relationships with Customers
• Excellent customer service and customer care mind-set
• Excellent interpersonal and communication skills
• Ability to take full ownership of order fulfilment
• Ability to drive Customer satisfaction
• Willingness to gather excellent knowledge of Customers
• Ability to effectively prioritise own tasks building on knowledge of Customer’ business
• Ability to deliver on promises
• Proactive, solution-focused mind-set and positive “can do” attitude
• Ownership, entrepreneurial attitude – drives issue resolution, escalates where necessary
• Self-confidence and ability to work independently without strong line manager support
• Looking for and responding to feedback
• Active team player
Accountabilities:
• Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, flag and eliminate reoccurring issues (service, dispute, data or technical related)
• Proactive out of stock management, involve Customer to the decision by offering alternatives
• Manage phone orders and Customer initiated order amendments in SAP
• Take ownership of incoming queries from Customers
• Raise and respond to Internal Query Management ticket on time as appropriate
• Update customer contact details and knowledge book regularly
• Manage strong relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and Process Excellence Teams
• Actively promote the CARM (Sarbanes Oxley) / Control agenda
• Reporting to support Customer communication and root cause analysis
Qualifications and Experience Required:
Essential
• Excellent and proven customer service attitude
• Excellent interpersonal and communication skills
• Fluent language skills – as required for the specific market
• Solid English language skills – company language
Desirable
• College or university Degree
• Financial knowledge
• Commercial Experience process knowledge and working experience
• Good knowledge of internal and external business partners
• Excellent product knowledge
• Good MS Office knowledge
