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Customer Service Representative

2 months ago

Tempe, Arizona, United States Experis Full time
Job Description

Job Title: Customer Service Representative

Job Summary:

We are seeking a highly skilled Customer Service Representative to join our team at Experis. As a Customer Service Representative, you will be responsible for ensuring high customer satisfaction by taking care of fast and reliable customer order/customer request handling throughout the entire order to cash process.

Key Responsibilities:

  • Order Management: Provide superlative order entry, customer account maintenance, price and availability checks, and management of all aspects of customer orders from receipt through payment.
  • Customer Communication: Provide customers with order status, requested documents, shipping dates, and tracking proactively and when additional requests are received.
  • Commercial Support: Work with the commercial team to provide quotations for sales inquiries for both potential and existing customers.
  • Quality and Service Complaints: Entry and management of quality and service complaints, and proper assignment of complaints for investigation to ensure quick resolution. This includes follow-up with internal stakeholders for closure, determining and participating in the development of root cause, corrective/preventative actions, and participation in trainings required by Customer Service to eliminate future occurrences.
  • Material Returns: Entry and coordination of material returns, either associated with a complaint and/or a customer-owned refill or repair.
  • Internal Stakeholder Engagement: Engage with internal stakeholders such as material planners, transportation, manufacturing, commercial, marketing, quality, billing, and finance to support customer requests.
  • Delivery Service Level: Ensure high delivery service level to external and internal customers by proactively monitoring open orders and communicating delays. Where needed, follow-up with internal stakeholders to achieve customer needs.
  • Responsiveness: Ensure high level of responsiveness to internal and external customers to meet KPI targets set by the department.
  • Standard Operating Procedures: Support creation and maintenance of standard operating procedures (SOPs) for customer services.
  • Process Improvements: Participate in projects related to Order to Cash process improvements to ensure the effectiveness of Customer Service in these processes.
  • Teamwork: Work to achieve maximum efficiency in a team environment and support peers when needed.

Requirements:

  • Education: High School Diploma
  • Experience: 3+ years of customer service experience

Preferred Qualifications:

  • Education: Bachelor's Degree
  • Experience: Supply chain experience
  • Skills: Strong leadership and analytical skills, strong customer-orientation, diplomatic, strong interpersonal communication and written skills, proactive problem-solving and trouble-shooting skills, managing crisis, and the ability to multitask effectively.