CUSTOMER SERVICE SPECIALIST II

Job Overview

Ensures that customer issues and concerns are answered efficiently and effectively.

Job Responsibilities

• Manage incoming customer orders, phone and email enquires relating to price, delivery and product selection
• Respond to customer technical enquiries with information provided from Hub TSE’s and/or Product Management
• Update key accounts with regular open order status reports.
• Work closely with Industrial and Utility Sales teams as required to support the allocated customer base.
• Identify new business opportunities and engage with relevant team members to close opportunities.
• Help clients identify additional needs from our product portfolio.
• Review the Daily Booking Reports – Commercial and Scheduling and check for order entry accuracy and highlight delivery concerns to Logistics.
• Attend to customer queries on outstanding orders.  For Key Account Customers (KAC), proactively feedback rescheduled delivery information to the customer as advised by the Supply Department.
• Provide accurate information in a timely manner to Logistics, Stores and Production to enable despatch to meet customer request.
• Complete paperwork interfacing with other Departments, - requests for credit and customer returns. Ensure approval by the appropriate level as defined in the DOA.
• Attend the meetings chaired by the Supply Chain Manager & Sales Manager for updates on sales performance and Key Account Customer sales strategy.  Be prepared to discuss any issues affecting the customer service function.
• Undertake other duties as required from time to time by the Sales Operations Manager
• Provide input on key accounts directly to the Supply Chain Manager as part of the Sales and Operations planning process.
• Be involved in continuous improvement programmes that are aimed at achieving excellence in customer service.
• Follow all TE’s internal procedures and policies.
• At all times act in the best interest of both internal and external customers
• Support CSS other team members as required.
• Ensure all relevant sales documentation is filed accurately to align with TE CRD Order Management Policy.
• Ensure customer returns (RMA’s) are managed from initial enquiry through to credit issue.
• Ensure adequate notice of absence is provided to allow coverage of the role.

Job Requirements

• Secondary Education Level.
• High proficiency with SAP Microsoft & MRP applications
• Ability to organise self and manage multiple tasks.
• Previous Customer Service / Sales experience essential.
• The ability to adapt to different types of customers
• Manage high workload with quick accurate responses to customer inquiries
• Be able to communicate confidently and effectively.
• Work as part of a close Customer Service team to provide an Exceptional Customer Experience.

Competencies