Customer Service Specialist Ii Son

Job description

Job Overview

Ensures that customer issues and concerns are answered efficiently and effectively. What your background should look like Bachelor’s degree

• Strong analytical skills
• Knowledge in management and functions of customer portals
• Optimal management of interpersonal relationships
• Computer systems (SAP, Microsoft Office and Salesforce)
• Excel (high efficiency desired)
• Decision making and negotiation skills
• Effective communication (Verbal and written)
• Problem solving
• Sense of urgency and time management
• Able to provide solutions to medium complexity
• Team player and ability to train others
• Flexibility to adapt to changing priorities and business conditions

Ability to work independently Tasks and Responsibilities

• Liaison between customer and TE.
• Responds to customer inquiries in timely manner (RMA, delivery status, tracking information, billings, credit status), resolves shipping or invoicing problems, supports liability determination, with the support of cross functional teams.
• Maintains close communication with sales, planning and supply chain teams.
• Daily external and internal communication with your counterparts, on the ongoing inquiries.
• Managing order portfolio and coordinating with internal stakeholders.
• Support the execution of improvement actions based on customer feedback and business requirements.
• Demonstrates proactiveness and TE values (Accountability, Teamwork, Innovation, Inclusion and Integrity).
• Follows standard work and company’s objectives to assure ECE.
• Assists in relevant management roles, to demonstrate leadership as it applies to their responsibilities within the integrated supply chain.
• Ensures timely follow up for customers.
• Reviews and tracks past due orders.
• Follow up on actions to achieve KPIs
• Review, follow up and manages customers portals (daily)
• Channels customers complaints, requests and claims.
• Receives and process transactions by phone, SAP and email from customers.
• Investigates and solves customers complaints.
• Follow up and ensures shipments on requested dates.
• Attend critical meeting with customer and update meeting files.
• Works with Engineering and launching team for new products for customers.
• Works with Finance to go over A/R and aligns information for disputes or write offs.
• Works with Sales and Finance to go over freight chargebacks for disputes or write offs.

Competencies

Values: Integrity, Accountability, Inclusion, Innovation, Teamwork