Customer Service Specialist

Role

• Process Customer Orders according to target.
• Number of end user customers on target.
• Handling calls and enquiries daily according to the defined target.
• Order Processing: Maximizes customer service level by processing all customer orders.
• Resolve Customer Complaints: Ensures efficient customer complaint handling and decrease of the number of complaints.
• Stock Data: Identify potential stock issues and efficiently inform customers and internal stakeholders (e.g. Sales) to ensure excellent customer relationship.
• Deliveries: plan, coordinate with all related parties in order to satisfy the required deadlines, maximize utilization and minimize cost.
• Administration: Administer customer account data. Update master data as appropriate, ensuring accurate specific information. Provide on-going support as requested
• Evaluate external customer satisfaction, define and implement improvement activities based on these results.

Qualifications

• Experience in handling Logistics enquiries from customers and 3rd party Logistics suppliers;
• Experienced in Microsoft Office: specifically Word, Excel and Outlook;
• Knowledge of SAP and understanding of the OTC process.
• Knowledge of customer service principles and practices.
• Good listening skills & initiative.
• Attention to detail and accuracy.

Nice To Have

• Hotel customer service experience.
• Relevant FMCG experience.
• Problem analysis and problem-solving;
• Exemplary communication skills – verbal and written