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Customer Service Representative
IMCD NV
- Westlake, Ohio, United States
- Westlake, Ohio, United States
About
Committed to the overriding goal of ensuring we meet or exceed our customer's expectations by providing solutions, exploring opportunities for process improvements, and demonstrating commitment to building a better organization.Successful candidates will be responsible to:Order Entry in ERP System (JDE - JD Edwards)Order ManagementDate managementCustomer follow upFollow up on warehouse shipmentsPrincipal follow upProduct trackingAbility to build and sustain a supportive relationship with assigned Key Customer AccountsProcesses credit memo and RGA/RMA as requiredAttend and participates in weekly alignment meetings and monthly department meetingsStrong ability to develop and maintain working relationships with other IMCD departments and entities, to ensure customer success and satisfactionAbility to be professional with external and internal communications via email and phoneProvide support on the floor, address inquiries, and resolve issues within position scopeHost virtual office hours and field questions from customer service representativesAdvocate policy and process improvements to enhance overall customer and employee satisfactionReview all team watchlists, cross functional report, open cases and exceptions and share with the team to be addressed. Identify trends, issues, and performance concerns.Initiate cross-functional collaboration on behalf of the business line to address and resolve complex order management issues (as identified above)Assist supervisor with NCRs in Sales Force; conduct an initial review and facilitate action or communication as needed. Investigate and identify root causes of customer issues and NCR's, providing feedback to supervisor to drive continuous improvement. (as requested)Assist in training support and/or oversight of new personnel (as requested)Update and revise work instructions for the Customer Care teamParticipate in testing and development of new processes and policiesFacilitate micro-training sessions as neededSkills:Possess excellent customer service skills and the ability to interact with customers and team-members in a professional mannerAbility to multitask and switch focus quicklyAbility to think independently and be resourcefulDeadline-driven, detailed oriented, and conscientiousMust possess good organizational skills and the ability to think strategicallyProficient with common computer programs, including Microsoft OfficeExcellent written and verbal communication skillsRequired Qualifications:Associate degree or three years equivalent call center experienceCustomer service experienceComputer experienceDesired Qualifications:Bachelor's degreeExperience in a fast-paced environmentCompetencies:Business AcumenProblem Solving/AnalysisCustomer/Client FocusCommunication ProficiencyTeamwork OrientationSupervisory Responsibility:This position has no supervisory responsibilities.Work EnvironmentThis job currently operates on a hybrid schedule rotating between in-office and remote work environments. This role routinely uses standard office equipment.Position Type/Expected Hours of WorkThis is a full-time position, and the hours of work and days are Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed.TravelNo travel is expected for this position.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.IMCD OffersIf you want to make a real difference and work for a growing and expertise-driven company, then we'd love to hear from you. We're looking for people who are experts in their field, be it technical, commercial, or managerial. By joining IMCD, you'll be part of an entrepreneurial, fast-growing group of ambitious and like-minded professionals, where you'll have the freedom to make your own mark. We are committed to delivering value and acting responsibly. As we grow, we keep our founders' entrepreneurial spirit intact, creating a world of opportunity. As a truly international company, we have a presence in cities including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, São Paulo and Toronto. Our Group Office is in Rotterdam, the Netherlands and our shares are traded on the Amsterdam Euronext market, where we are part of the large cap AEX index.
Languages
- English
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