Duties:
• Accountable for driving an amazing customer experience through building customer-centric partnerships to deliver premier service.
• Determines services based on knowledge of the business strategy and goals for each customer to respond appropriately to requests for orders, technical support, and other services.
• Develops and maintains pro-active business relationships with customers, internal Key Account Management (KAM), and Sales Representatives.
• Works collaboratively with internal teams (supply chain, logistics, product management, quality, technical customer support, and sales) to represent the needs of the customer.
• Manage customer expectations by pro-actively communicating our commitments to the customer (ie. Delivery dates or problem resolution) and by promptly updating the customer with status changes.
• Responsible for understanding and adhering to well-defined processes, related work instructions, and operational procedures.
• Recommends process changes to increase efficiency of operations and service to customers.
Qualifications:• A college degree is preferred or 3-5 years of experience in a customer service role.
• Independently and effectively prioritize daily tasks, and follow up on resolutions while under pressure.
• Recognizes urgency and escalates customer issues appropriately.
• Successfully demonstrates a commitment to customer loyalty, advocacy, engagement, and retention.
• Excellent oral and written communication and presentation skills to effectively respond to customer's requests or explain solutions to complaints/issues.
• Knowledge of SAP, Salesforce, and EDI-related transactions and issue resolutions is a plus.
• High aptitude in Supply Chain, Sales, and Marketing strategies.