What are the responsibilities and job description for the Customer Support/supply chain position at RGBSI?
Job Location: 26235 First Street, Westlake, OH 44145 Position Type: contract( 6 months) with possible extension Pay rate $26/hr on w2 with Benefits Hybrid position Qualifications: * Minimal education required for the position: High School Diploma * Minimal work experience required in years: 2-5 years of experience in Customer Service / Supply Chain / Sales * Customer facing operations (i.e. Customer Service, Sales) * Order to cash process knowledge * Cloud based solutions (i.e. Service Cloud) / ERP systems (i.e. SAP) / IT applications * Supply Chain understanding Responsibilities: * Accountable for customer facing activities / customer experience, acting as a single point of contact for customers, adopting customer centricity mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive & professional demeanor). * Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound) * Voice of Customer: Contribute to the understanding of customer segments, trends needs, and expectations by reporting and providing feedback on client interactions. Build customer’s trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits. * Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions. * Customer Service Experience Operations: Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimize disruption & downtime. * Collaboration: Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS , Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities; monitor and ensure delivery of other functions commitments. * Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level.
Job Type: Full-time
Pay: $22.00 - $26.00 per hour
Shift:
- 8 hour shift
Work Location: In person
Salary : $22 - $26
