Customer Service Representative

4 days ago

Wilmington, Delaware, United States Varite Full time
Job Title: Associate Customer Service Representative

Varite is seeking a highly skilled Associate Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our external customers and internal stakeholders.

Key Responsibilities:
  • Act as primary customer interface for important external customers, distributors, potential customers, and other roles internal to the business.
  • Pro-actively interact with customers for notification of late orders due to product availability, transportation issues.
  • Interact with customers as occasion arises - on site. Develop and maintain in-depth knowledge of assigned customers: knowledge of roles and responsibilities at the customer and knowledge of internal relationships/decision makers, understanding the business model.
  • Interact with broader network of Internal Partners to ensure that the customers' requirements are understood and commitments are met.
  • Receive and process all types of customer orders including complex and/or Export orders.
  • Responsible for inquiry & order handling process from beginning to end.
  • Is responsible for management of consignment stock: consignment fill-up, inventory management, invoicing, count, reconciliation.
  • Processes customer complaints and returns according to Complaint Management process and return policies. Is able to identify need for extra information to enable a thorough complaint analysis.
  • Performs quality control checks and takes subsequent corrective actions. Actively monitors open orders to ensure that deliveries arrive at the customer on time, as committed.
  • Follows desk procedures/policies in compliance with QS 9000, ISO, and/or other Quality System requirements.
  • Is able to provide backup coverage for (Junior) CSRs or Senior CSRs for standard transactions.
Requirements:
  • Education: Bachelor degree or equivalent through experience.
  • Language skills: Local language, good knowledge of English, good knowledge of additional language depending on territory (oral and written).
  • Computer knowledge: Proficient in Word and Excel. Good knowledge of SAP.
  • Skills: Strong interpersonal skills, good written and verbal communication skills, active listening skills.
  • Experience: 2 years' experience in a customer-oriented position.
Competencies:
  • Core (Individual Contributor): Building sustainable customer relationships, Communicating with impact, Teamwork/collaboration, Embracing change, Analysis & judgment, Engagement, Managing for productivity, Business acumen.
  • Functional: Applied learning, Customer Service Fundamentals, Follow up, Managing conflict, Quality orientation, Stress tolerance, Continuous improvement, Autonomous, Engineering the customer experience, Segmentation of service to customers.
Problem Solving:

The jobholder needs to identify, define, and resolve customer issues in an independent way. This requires excellent problem-solving skills to pro-actively propose solutions. The jobholder has to be able to make a Root Cause Analysis. He/she needs to obtain and maintain a thorough understanding of the business of the customer, to respond to customer needs, and to be able to take appropriate action in case issues arise.

Accountability:

The jobholder contributes significantly to customer satisfaction of complex customers, including Export.

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