Client Support Specialist

2 weeks ago

Grand Rapids, Michigan, United States Essity UK Limited Full time

Customer Service Representative

Essity UK Limited is looking for a dedicated Customer Service Representative to become a part of our dynamic team.

We seek individuals who exemplify our core values, are willing to challenge the status quo, innovate, and thrive in a fast-paced environment. If you are passionate about continuous improvement, we would be delighted to connect with you.

Key Responsibilities

Engage with customers through various communication channels including phone, email, and online platforms.

Foster a welcoming and professional atmosphere to enhance interactions with both internal and external stakeholders.

Process orders accurately, confirming product details, quantities, and shipping information using computer applications.

Ensure order accuracy and follow up with customers as necessary to meet their needs efficiently.

Provide customers with comprehensive information regarding product warranties, satisfaction guarantees, and return policies.

Advise customers on product selections based on their requirements, pricing, availability, and specifications, aiming to enhance customer satisfaction and drive profitability.

Identify, investigate, and resolve customer inquiries using various software systems.

Address discrepancies and deliver prompt resolutions, which may involve creating Quality Notifications.

Assess the validity of customer complaints, determine underlying issues, and suggest corrective measures while accurately documenting relevant information.

Collaborate with Marketing, Quality Assurance, and Product Services when potential product defects are identified.

Work closely with Sales to share detailed insights regarding potential opportunities or challenges.

Coordinate with different departments, shipping carriers, and external agencies to provide information and expedite deliveries.

Notify Supply Chain of any unusual demand patterns.

Provide pricing information as requested.

Handle customer credit card information and process transactions with confidentiality and care.

Monitor scheduled shipment dates for expedited orders to guarantee timely delivery.

Inform customers about back orders and offer alternatives when feasible.

Maintain an organized workspace and keep reference materials updated in accordance with 5S standards.

Meet established performance metrics consistently.

Perform additional duties as required to achieve departmental objectives.

Qualifications

Associate degree or equivalent experience preferred.

Experience with SAP/Sage is advantageous.

Proficient in PC applications including word processing, spreadsheets, email, and databases.

Prior experience in a customer service role is beneficial.

Typing speed of 25 WPM with 98% accuracy.

Skilled in 10-key data entry.

Strong verbal and written communication skills.

What We Offer

At Essity, we recognize that every career path is unique and we empower our employees to realize their full potential within a culture driven by a powerful purpose.

We provide a collaborative and supportive work environment, opportunities for personal development, and a commitment to health and safety.

Join us in our mission to improve lives every day.

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