Senior Customer Service Executive

Job overview: Provide Customer Service in a Call Center or other area of the operations to assigned customers and accounts. Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment

Key responsibilities:

1. Handle order processing in accounts:

• Manage customers' inquiries in terms of order processing, order follow up, pricing integrity, on-time deliveries, orders fulfillment.
• Provide responsive order management support including order entry, or expediting and shipment information to customers
• Size of customer: high complexity, ie. complex RBO, new RBO, mega factories)

2. Handle customer complaint:

• Resolve customer complaints professionally and tactfully.
• Negotiate customer product/billing complaints by authorizing returns, requesting returned product testing by internal quality or other staff, submit for approval replacement orders if needed, following up with accountant, sales…related to invoices, payment issues

3. Coordinate with other department:

• Partner with Inside Sales to assist in achieving sales goals.
• Proactively communicate supply chain issues and provide alternatives.
• Coordinate with Logistics and Operations on capacity planning and scheduling.
• Back-up team-members when workload makes this necessary

4. Following-up:

• Coordinate & follow up return, defected labels in handling process properly

Requirements

• Bachelor degree
• At least 5 years working experience
• Excellent written, verbal and telephone skills
• Strong data entry and organizational skills
• Detailed oriented and good follow-up skills
• Able to effectively manage many priorities and issues
• Understanding of applicable computer systems, such as Microsoft Office, Google Apps, and function specific software
• Strong project management skills