What are the responsibilities and job description for the Customer Service Specialist position at W3Global Inc.?
Role: Customer Service Specialist, Portfolio
Location: South San Francisco, CA (On-site- Candidate must be local and be onsite and if they perform there is a possibility to be hybrid in the future.)
Job Type: Long- term Contract (W2 Only! H1T accepted)
Job Description:
Key Responsibilities:
Provide a high level of customer service
• Act in accordance with company policy
• Provide full time phone coverage (shift to be determined by management)
• Suggest new programs and or projects to promote customer service
• Determine appropriate action to take to resolve customer issues
• Determine when it is appropriate to escalate customer issues to management
• Work with Finance, Product Distribution and Customers to resolve disputes
• Act as customer advocate in investigating and responding to complaints while suggesting necessary process improvements to avoid recurrence
• Stay informed of current industry practices / trends
• Participate in the development and maintenance of department defined quality standards and measures
• Maintain effective and timely communication with team members as well as the supervisor regarding departmental issues
• Support corporate values
• Remain flexible to ever changing customer needs and requirements
Order Management
• Process customer orders accurately
• Review inventory to determine appropriate customer order commitment.
• Maintain follow up on customer order issues.
• Interact with key customer purchasing personnel to advise of order status
• Ensure adherence to appropriate laws, regulations and programs
Administer customer return process
• Act as a liaison between customer, third party provider and GNE to facilitate customer returns.
• Ensure accurate posting of credits and debits in accordance to policy
• Ensure timely turnaround of customer authorizations
Support GNE Sales initiatives
• Participating in the product launch process to ensure a positive outcome
• Administer special programs
Work as part of an effective team
• Support team decisions
• Respect diversity
• Being flexible with assigned schedule
• Have the ability to adapt to a constant changing environment
• Ability to work through conflicting, delayed or ambiguous information
• Actively Participate in various team initiatives; Lean Daily Management, etc.
The successful candidate will demonstrate key competencies listed below critical to this role:
• Decision Making - Thinks through problems clearly and logically; is decisive
• Technical and Business Expertise - Applies emerging knowledge and trend; builds strong relationships; contributes expertise within and beyond assigned area
• Communication - Listens well, expresses ideas fluently and logically, is open to input and feedback
• Teamwork and Collaboration - Creates an atmosphere of openness and trust; collaborates, offers support and encouragement
• Achieving Results - Is goal-directed and persistent; is accountable for meeting commitments, recognizes the contributions of peers
Salary : $20 - $25
