The Customer Service will be responsible for driving all customer service tasks and ensuring consistent delivery of high-quality customer support and order management.
This position must, but not limited to:
Customer Support:
- Respond to customer inquiries via phone, email, or chat in a courteous and professional manner.
- Provide accurate product or service information to customers, addressing any questions or concerns.
- Monitor customer service interactions, ensuring all inquiries are addressed promptly and documented.
- Resolve escalated customer complaints and issues in a timely and professional manner.
- Analyze customer feedback and identify opportunities for improvement in service delivery.
- Track key performance indicators (KPIs) for customer satisfaction (Lead Times and Cancellation).
- Work closely with other departments to address customer needs.
Order Management:
- Process orders, changes, and cancellations accurately (Finish Goods and Spare Parts)
- Track and update customers on the status of their orders or requests.
- Support internal customers’ requests (i.e: Engineering orders, product audits, scrapping).
- Monitor shipping conditions and routing on sales orders for accuracy.