Customer Services Representative

CUSTOMER SERVICE REPRESENTATIVE

Responsibilities

The customer service representative is responsible for provide single point of contact for commercial support to our customers and sales representatives and interact frequently with Chemetall´s manufacturing areas and warehouses. Candidate should demonstrate the ability to manage multiple tasks.

Formula for Success:

• Fulfill order management in SAP
• Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)
• Identify and implement process improvements.
• Facilitate proper and efficient information flow to meet or exceed customer needs and departmental and division wide performance expectations.
• Ability to handle high-pressure, fast-paced environment requiring diligence to detail
• Proven analytical and critical thinking skills
• Ability to constructively manage conflicts and discrepancies towards positive resolution
• Prioritizing customer demand to assist with improved product flow
• Work with finance team to resolve customer credit and billing requests

· Collect and react to customer feedback and claims, derive insights for sales and technical service, forward requests – if necessary – to technical service

• Provide information about ECT products and services to customers
• Monitor history of order volume and product portfolio
• Derive strategic insights for marketing and segment managers
• Provide input for sales and production planning process: keep track on orders and coordinate with supply chain and operations to ensure frictionless product supply

Ingredients for Success:

• Advanced English

· BS Degree preferred

·1-2 years of similar work experience required

· Relationship management and customer care on phone

· Understanding customer order patterns and support

· Analytical thinking: data analysis and evaluation

· Interface with supply chain and sales

• Knowledge of CRM software and SAP

· Excellent communication and administrative skills

• Strong knowledge of Microsoft Office (word, excel, email, internet)
• Strong listen, written and verbal communication skills
• High Ability to speak, write, and read English