Customer Service Specialist

Job Overview

Your ideal profile:

•    Ensures all responses follow approved company guidelines
•    Duties and tasks are more complex and less routine
•    May creatively adapt procedures, techniques, and/or equipment to meet job requirements
•    Handling customer concerns by providing appropriate solutions and alternatives, and then following up to ensure resolution
•    Resolve, prioritize and research customer issues in a timely and accurate fashion.
•    Work in partnership with our customers and Account Managers to plan activity and grow and develop the accounts
•    Understand customer needs and requirements by identifying and seeking out new opportunities to improve the service level and relationship
•    Understanding the customers' business and competition 
•    Proactively identifying and eliminating potential issues that may negatively affect the customer. 
•    Optimize communications and relationships between Customer Service Advisory Services Support and various other departments and parties involved 
•    Liaise and coordinate with Account Managers and internal staff proactively in relation to the day to day running of the account(s)
•    CCP ensures that all customer queries, (internal and external) on product quality, availability, and substitutions, inventory and order status, pricing, billing, invoices and traffic carrier concerns are resolved satisfactorily
•    Analyze and lead improvement to Customer’s specific KPI’s
•    Align with support team of specialists to ensure tasks are achieved with quick turnaround
•    Representing and advocating internally for the voice of customer 
•    Answering incoming calls regarding service questions, product problems, billing issues, and general client concern
•    Keeping detailed and adequate records of customer interactions, transactions, comments, and complaints
•    Performs contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements
•    Support process improvement to standardized operational procedures (SOP)
•    Works under limited or minimal supervision, referring only very complex issues to higher levels
•    May provide training and guidance to others

Your main tasks:

•    Relevant work experience (3+ years)
•    SAP or Salesforce system knowledge is required
•    Proficiency with MS Office applications
•    Ability to work in a fast pace ever-changing environment
•    Analytical skills and problem-solving capabilities
•    Strong Project, account and time management skills
•    Flexibility to work extended hours, when needed.

Behaviours::

•    Ability to recognize and adapt to change
•    Willingness to assist new team members and peers including training.
•    Attention to detail
•    Patience and a Positive Attitude
•    Willingness to proactively learn and take initiative
•    Strong communication skills
•    Exercise good judgment
•    Goal-Oriented
•    Customer Focused

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Competencies