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Customer Support Administrator
2 months ago
Customer Service Admin
Job Category: HSM Solutions Requisition Number: CUSTO04739
Job Overview
The Customer Service Admin is tasked with managing all direct communications with clients, whether in person, via telephone, or through email, addressing inquiries related to products, services, and any subsequent issues that may arise. This role also involves overseeing a team of customer service representatives in executing clerical and accounting tasks of moderate complexity, requiring analytical skills and sound judgment to make decisions that affect our clientele.
Key Responsibilities:
- Respond to client inquiries and requests concerning services, products, and account details.
- Ensure precise entry and comprehension of orders received through various channels.
- Maintain accurate and timely updates to all client records in electronic systems.
- Address and resolve client complaints through thorough analysis and follow-up.
- Develop and enhance processes to promptly inform relevant departments about client concerns.
- Gather documentation related to orders when issues arise, such as delays or changes.
- Resolve billing and receiving discrepancies for both internal and external clients.
- Monitor and ensure timely deliveries, managing any backorders effectively.
- Communicate with the sales team regarding client complaints, inquiries, and concerns.
- Handle accounts, billing, restocking orders, and inventory issues as necessary.
- Compile and maintain monthly reports on On-Time Deliveries and Feedback Logs.
- Manage the Customer Survey log and conduct follow-ups monthly.
- Participate in daily production meetings with the operational team.
- Provide assistance to Customer Service Clerks as needed.
- Attend monthly management review meetings.
Qualifications:
Associate Degree or equivalent experience (1-2 years in a related field or 7-10 years in customer service management within a manufacturing context).
Proven experience in a customer service setting, adept at responding to and fulfilling client needs.
Proficiency in standard computer applications (Microsoft Office, JDE).
Ability to understand the functions, processes, and applications of the products offered.
Demonstrated skills in listening, anticipating, and addressing client needs to achieve exceptional service outcomes.
Commitment to maintaining a customer-centric perspective and delivering excellence in service.
Strong communication skills, characterized by tact and diplomacy.
Capability to work independently or collaboratively within a team environment.
Proficient in drafting routine correspondence and reports, effectively presenting information, and addressing inquiries from management, clients, and sales personnel.
Ability to solve practical problems and apply common sense in executing instructions.
Equal Opportunity Employer
HSM Solutions is committed to providing equal employment opportunities to all employees and applicants, ensuring a workplace free from discrimination.
