Customer Service Officer

The Customer Service (CS) Professional is responsible for following up orders and providing services to customers. 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.  This position differs from the “Internal Sales Consultant” position in that the majority of time is dedicated to supporting the sale activities and the customer and not toward direct selling.

YOUR RESPONSIBILITIES WILL INCLUDE:

• Respond to customer requires and requests (via telephone, fax and mail) in a timely manner.

• Understand customer needs and provide timely response to customer request

• Coordinate with sales team, other departments and production on delivery of goods and services.

• Handle customer complaints according to the Company procedures and services standard, able to suggest corrective actions to drive cross departments for service improvement

• Communicate with customers and vendors regarding the latest development of the customers to maintain updated customer profile information.

• Proactively share among team members on new product/system knowledge/process improvement.

• Provide suggestions to the supervisor on the improvement of the current order / operation flow to increase efficiency.

• Be proactive and self-aware.

• Provide selling support to respond to management needs

• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment

• Authorizes credit memos/refunds within policy and according to established procedures.

• Champion customer needs and follow up on customer inquiries

• Provide responsive order management support including order entry, or expediting and shipment information to customers

• RBIS solutions & products & manufacturing process

• Knowledge of customer garment production lead time & ordering process

• RBIS E2E order to cash process.

• Ensure all tasks are performed with a strong commitment to Safety and the implementation of 5S practices.