What are the responsibilities and job description for the Customer Service Representative position at Compunnel?
Job Summary
The Customer Service Representative is responsible for efficiently processing customer orders, ensuring timely delivery, and maintaining strong customer relationships. This role requires an individual who can effectively handle order inquiries, resolve complaints, and support the order-to-cash process. The representative also works closely with internal teams, including planners and logistics, and assists in resolving customer issues and improving service processes.
Key Responsibilities
- Order Management & Processing
- Process Orders : Efficiently process order receipts, ensuring timely order processing and customer interactions. Ensure accurate entry of customer orders into the ERP system, including orders received via phone, email, or other communication channels.
- Ensure Timely Processing : Handle order processing in full within 24 hours, ensuring all aspects of the order are complete and correct.
- Track Orders : Monitor and track order status, expediting orders as necessary by coordinating with planners and logistics teams to ensure timely delivery.
- Customer Interaction & Support
- Resolve Inquiries : Act as the first point of contact for customers, addressing questions and attempting to resolve complaints in a timely and professional manner.
- Provide Solutions : Identify and propose solutions to customer needs, such as offering alternative products or additional product options based on customer and market knowledge.
- Offer Price Quotations : Provide accurate price quotations to direct accounts and handle non-standard pricing requests within 24 hours.
- Issue Resolution & Process Improvement
- Address Delivery / Invoice Issues : Raise any issues related to delivery or invoicing with the appropriate parties and track resolution.
- Resolve Complaints : Enter customer complaints, coordinate resolution, and initiate credit or RMA processes when necessary.
- Root Cause Analysis : Investigate customer service-related issues, determine the root cause, and initiate corrective actions to prevent future issues.
- Propose Process Improvements : Make recommendations for improving work processes to enhance customer service operations.
- Collaboration & Training
- Support Training : Assist in the training of new Customer Service team members and contribute suggestions to enhance customer service training programs.
- Coordinate with Field Force : Ensure cooperation between customer service and field force teams for seamless order administration.
- Documentation : Complete the registration, filing, and archiving of customer service-related documentation in accordance with company policies.
- Reporting & Custom Information
- Generate Reports : Run ad-hoc reports on customer usage and history as required by management.
- Provide Custom Information : Deliver custom information for high-profile accounts when needed.
- Compliance & Safety
- Adhere to Policies : Comply with all corporate and site policies, procedures, and safety guidelines to maintain high standards of conduct and safety in the workplace.
Required Qualifications
Education :
Experience :
Skills :
Physical Requirements :
Education : High School
