Act as a Subject Matter Expert for all systems to support colleagues and wider business
Facilitate the sales of the company’s products through up selling and cross selling.
Provide visibility to customers on order status
Enhance work practices and derive efficiency.
To process all orders efficiently, accurately and in line with policies and procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price/sku changes).
To run and follow up on control reports to ensure that the order to payment process is fulfilled.
Keep customer informed on the complaint status & manage complaints to closure
Collaborate with other departments at regular meetings for continuous reduction in complaints and improvement to total Customer Experience.
Own the region and territory nominated for service offerings and maintain Customer Satisfaction, very important part for this position
Build relationships with key customers
Perform Welcome Calls and follow up on company survey’s to maintain good Customer Relationships.
Become a Customer Expert and support visits and relationship activities with customers as requested.
To handle telephone calls and emails dealing with Customers’ needs and expectations in line with procedures, and according to departmental KPIs.
Act as the first point of escalation.
Collaborate with Sales team to achieve Organization goals
Attend important meetings to improve the service
Review availability with Supply Chain & meet demands of customer
Play a vital role in sales growth which can lead to your growth
Assist with other areas of the business as required, providing cover where necessary.
Play an active role in company change process through positive communication to internal and external Customers.
To keep the department leader up to date with account progress, product and range development, and problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.
Customer Service Experience or university degree preferred
SAP - ERP system knowledge preferred
Experience building strong Customer relationships
Strong written and verbal communication skills
Experience in order and complaint management
Capable of working in a dynamic team environment
Works within established procedures with a limited level of supervision with an ability to make sound decisions by assessing each situation using standard procedures
Identifies problems and relevant issues in straightforward situations
Intermediate to advanced computer Skills, preferably with experience in Gmail and Google docs and Microsoft Word/Excel
Flexible with work hours – if required to cover holiday calendars
Fluency in English is required and fluency in Bahasa Indo.