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B2B Customer Care Representative

2 months ago

Concord, United States Search Solution Group Full time
Job DescriptionJob Description

Customer Care Representative - B2B

Job Summary: The Customer Care Representative provides exceptional customer service while handling inquiries, resolving issues, and supporting sales efforts. This role also involves managing customer accounts, upselling services, and building long-term relationships with clients to enhance satisfaction and drive revenue.

Key Responsibilities:

  • 1.     Outline and keep updating the strategic approach to improve and to boost the Spare Parts Business

    2.     Implement new tools and workflows to actively manage inventory and all related activities

    3.     Keep close relations and ongoing contact with existing customers to understand the market needs, new business opportunities and to establish long term partnership

    4.     Create a strong network of local and when necessary international suppliers

    5.     Prioritize vendors based on their performances and establish workflow preferences to benefit the Spare Parts activities.

    6.     Work in close contact with the local team to seek/provide support related to Spare Parts, in particularly to understand issues and constrains in solving customer problems

    7.     Analyze and understand customer buying behavior to optimize the inventory and to maximize the selling opportunities.

    8.     Explore and keep monitoring the local marketplace to identify price level, competitor activities, suppliers, and new opportunities

    9.     Implement periodic reporting tools to show progress status, selling activities, criticalities, and area of improvement, highlighting recommended changes in strategy and approach.

    10.   Establish a new shipment process and closely monitor all shipment activities, seeking partners able to deliver according to expectations and with cost effective solutions

    11.   Manage customer’s comments, complaints, and suggestions as an opportunity for improvement and future business.