Customer Service Representative

2 weeks ago

Charlotte, North Carolina, United States Essity UK Limited Full time
About the Role

This position is a key part of our customer service team, where you will be responsible for fostering strong relationships with our customers, providing exceptional service, and ensuring their needs are met.

As a Customer Service Representative, you will be the single point of contact for servicing accounts, educating customers, managing complaints, and administering sales orders. You will represent the company in a positive and professional manner in all matters relating to sales and service.

We are looking for someone who embodies our values, is not afraid to challenge, innovate, and experiment, and can move at a fast pace. If you are a team player who is passionate about delivering exceptional customer service, we would love to hear from you.

Key Responsibilities
  • Interact with customers via various communication channels to provide prompt and professional service.
  • Create a pleasant and professional environment to promote positive interaction with both internal and external customers.
  • Enter orders, verify product descriptions, quantities, shipping, and billing information via computer-based applications.
  • Verify the accuracy of orders and contact customers as required to ensure customer needs are met and company resources are used efficiently.
  • Recommend products based on customer needs, cost, availability, and specifications.
  • Identify, research, and resolve customer issues using various computer systems.
  • Search for discrepancies and provide customers with resolutions in a prompt manner.
  • Determine the authenticity of customer complaints, identify the root cause, and recommend corrective action.
  • Properly record pertinent information to ensure accurate resolution.
  • Communicate with various company departments, shipping carriers, and other outside agencies to answer questions, provide information, or expedite shipping.
  • Communicate with Supply Chain when a potential abnormal demand has been identified.
  • Provide pricing quotations upon request.
  • Inform customers of back orders and provide alternatives when possible.
  • Process marketing sample orders and sales sample orders, ensuring they are coded correctly and charged to the correct account.
  • Maintain a neat and orderly work area and all reference materials up to date according to 5S standards.
  • Maintain acceptable standards with regard to defined performance metrics.
Requirements
  • Two-year degree or equivalent work experience required.
  • SAP experience beneficial.
  • PC application experience (word processing, spreadsheet, email, and database applications).
  • One year prior experience in a customer service environment beneficial.
  • Typing 50 WPM with 98% accuracy.
  • Proficient in 10-key entry operation.
  • Excellent communication skills, verbal and written.
What We Offer

At Essity UK Limited, we believe everyone's learning and professional development is unique and want to empower employees to reach their full potential in a winning culture motivated by a powerful purpose.

We offer a collaborative and inclusive culture, empowering and engaged leaders, working with powerful purpose and sustainable impact, learning and growing in your career, supporting well-being and sustainable working life, life-changing innovations, and competitive total rewards.

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