Bilingual Customer Care Specialist

3 months ago

Houston, United States Marcus Personnel Full time
Job DescriptionJob DescriptionJob Summary:
The Customer Care Specialist is the essential liaison between the company and its customers and distributors in the mission of streamlining the customer buying journey. Ownership of the product order transaction process, from inception to delivery, is at the center of the customer care group focus. Thinking beyond the transactional nature of the product ordering process, the Customer Care Specialist will work closely with management for continuous process improvement and identification of cross-selling opportunities in the customer interaction process.
More specifically, the Customer Care Specialist is the lead in essential product fulfillment functions including order processing, product returns and repairs coordination as well as the implementation of the product demonstration program with the company’s internal and external key stakeholders. The Customer Care Specialist is at the commercial front-line of the customer’s experience addressing their transactional queries, ensuring a streamlined product purchase process, and acting as their advocate relating to any topic in the complete buying, use and ownership experience with the company ensuring optimal customer satisfaction.
We are in search of a “roll up the sleeves” candidate who will take initiative in supporting the growth of a critical commercial function in support of the company’s expansion.
Essential Job Functions:
•\tOwn the end-to-end customer order process through close interaction with internal teams, from logistics, regulatory affairs to supply chain ensuring complete and on-time delivery
•\tDevelop thorough product know-how in terms of configuration set-ups, basic functionality and pricing scenarios enabling effective customer interaction and cross-selling opportunities
•\tUnderstand the procedural workflow in order processing, product returns and repairs – offering thoughtful recommendations in efficiency improvements
•\tMonitor and track product demo requests and their timely return to ensure efficient use of demo product inventory by sales organization
•\tSupport sales organization with on-demand processing and delivery of supporting marketing collateral
•\tWork with Finance to ensure proper follow-through of account standing and customer payments
•\tGenerate product inventory reports to stay ahead of the curve in demand spikes and resource requirements for value-added services such as repairs and maintenance programs
•\tDevelop customer surveys to assess customer satisfaction through defined customer metrics including Net Promoter Score (NPS) and Customer Perfect Order (CPO)
•\tCoordinate the customer feedback process by clarifying product-related complaints, help to identify the cause of the problem, coordinate correction or adjustment and follow-up to ensure resolution
•\tRecommend potential products or services to management by collecting customer information and analyzing customer needs
•\tBuild sustainable relationships of trust through open and interactive communication
•\tGenerate and monitor open order reports to maintain customer informed on planned delivery and anticipate potential changes in shipping times
•\tUnderstand and apply company policies including warranty and terms of sale deliverables
•\tApply General TSI Quality Management System (QMS), Good Documentation Practices (GDP), Good Manufacturing Practices (GMP), and Complaint Handling through annual TSI Training
Knowledge/Skills/Experience:
•\tFamiliarity in various software applications – Microsoft Office Suite and ERP systems
•\tHighly organized with the capacity to prioritize in a deadline-oriented environment
•\tAptitude to eliminate roadblocks in achieving customer satisfaction – a “can do” positive attitude is essential in both internal and external interactions
•\tExcellent written and verbal communication skills
•\tSuperb interpersonal skills, including the ability to quickly build rapport with both distribution partners and inside support groups
•\tAble to work comfortably in a fast-paced environment
•\tAbility to internally and externally discuss and clearly define issues and independently develop course of action/plans
•\tCustomer orientation and ability to adapt/respond to different types of personalities and situations
•\tAbility to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issues
Preferred Qualifications
•\tMinimum 3+ years in a customer support role
General Requirements:
•\tOccasionally requires attending corporate functions

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