CUSTOMER SERVICE SPECIALIST II

Job Overview

Delivery Management
· Forecast monitoring and management,
· On-going Backlog management
· Scorecard coordination within the Sales and Functional customer Team members
Billing Generation
· Proactive Billing Management process
· Pricing - Contract expiration management and quote follow up.
· Credit Management - Work with Customer, sales and A/R on overdue payment and invoice issue management.
Satisfaction Management
· NPS/Customer Service Transactional Survey Improvement Process: Identify and drive corrective actions to recurring issues to create sustainable improvement. Create awareness and accountability to other functions based on VOC
· Quality/Complaint Awareness: Act as focal point for sharing and communicating quality status.
· Communication: Establish and maintain regular performance review meetings with sales team and other relevant functions
· Coordinate major satisfaction activities with the Customer Care professionals assigned to the same Customers in the same region and outside the region

What your background should look like:

· Bachelor’s Degree in related field with 3+ years experience
· Demonstrated, excellent communicator (verbal, written, spoken) with exceptional listening skills
· Demonstrated ability to take ownership of, and maintain progress on, multiple tasks
· Demonstrated adaptability to changing priorities, strategies and business conditions
· Demonstrated ability to thrive in a self managed environment that encourages decision making while influencing participation and innovation within the team
· Advanced knowledge of Microsoft Office Suite
· Working knowledge of SAP preferred

Competencies