Customer Support & Operations Specialist III

Customer Service II

Responsibilities

Order Management

• Process all orders efficiently, accurately and in line with policies and procedures
• Run and follow up on various control reports to ensure that the order to payment process is fulfilled.

Complaint Management

• Handle and close customer complaints on time
• Collaborate with other functions to close complaints

Customer Management

• To handle all incoming telephone calls and emails dealing with Customers needs
• Build relationships with key customers

Sales Support

• Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
• Communicate with Sales Account Managers (by email/phone), enabling complete visibility of key Customer issues.
• Attend relevant meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Service KPIs and strategy.

Other Tasks

• Attend all relevant training courses in order to develop skills and increase knowledge of Diversey products required to carry out role.
• Assist with other areas of the business as required, providing cover where necessary.
• Play an active role in company change process through positive communication to internal and external Customers.
• To keep the department leader up to date with account progress, product and range development, and problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.

Requirements

• Preferred up to 2 years prior Customer Service Experience or university degree
• Fluent in business language of customer, with strong written and verbal communication skills. If this is not English, additionally English language skills are an advantage.
• Experience in order and complaint management
• Capable of working in a dynamic team environment
• Works within established procedures with a moderate level of supervision with an ability to make sound decisions by assessing each situation using standard procedures
• Identifies problems and relevant issues in straightforward situations
• Computer Skills, preferably with experience in Gmail and Google docs and Microsoft Word/Excel
• SAP - ERP system knowledge preferred
• Flexible with work hours – if required to cover holiday calendars
• Fluency in English is required and fluency in any of the languages from Mandarin, Malay, Bahasa Indonesia , Bahasa Malaysia preferred