The Staff Customer Service Representative (Staff CSR) will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Staff CSR will be responsible for managing customer orders, product returns, quotations, outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities. This role requires a high-level of accuracy and independence in performing these mentioned tasks, as well as the ability to coach others when it comes to processes. Assignation to a certain customer Tier/account may happen to build customer intimacy and business acumen.  

In this Role, Your Eesponsibilities Will Be:

Manage/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and  post-booking activities. Understand and interact with a variety of departments, processes, and applications to support customer needs to drive velocity and remove roadblocks. Support sales opportunity management cycle for the customers by fulfilling operational requests. Provide differentiated operational support through our business model (Tiering) throughout the sales and post-sales cycle. Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications. Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels.  Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through phone, email, or chat. Create and manage customer data records to ensure proper data integrity of our customer records. Drive escalation and continuous improvement for Customer Operations organization. Active participation in the revenue maximization motions especially during the end of quarter (EOQ). Exercise excellent decision-making during customer interactions or escalations, as well as guiding the customer according to the company direction by involving cross-functional members. Manage post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc. Maintain an excellent record of accuracy and independence especially for the quote and order management tasks. Coach other team members when needed, to ensure the good practices are well-circulated within the team. Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs) especially on the SLA, quality of work, and daily productivity standard. Portray a high level of independence when performing operational tasks and having the ability to coach others to success. Partner with various teams and functions to deliver an effortless experience for the customers. Influence customers during the buying process becoming a trusted advisor to enable our self-service and digital channels.

 

Who You Are: 

You establish and maintain effective customer relationships. You readily learn and adopt new technologies. You identify and seize new opportunities.

 

For this Role, You Will Need:

Technical High School degree or actively studying a university career (review the related careers in the following point).  University bachelor's degree completed or technical careers. (Possible careers: Engineering, Business Administration, Human Resources, Accounting, Finance, Marketing, Psychology, Education)

 

Preferred Qualifications that Set You Apart:

Understanding of KCS methodology or other knowledge management methodologies.  Between 2-3 years of experience in Shared Service Centers, preferably in the Customer Service/Operations field. Preferred: Understanding of KCS methodology or other knowledge management methodologies.  Preferred: Expertise in Account Management and differentiated account treatment strategy. Ability to work full-time and able to work overtime as business needs require.  Advanced English language level - reading, writing, and verbal communication skills (high level of proficiency in other languages may be required according to the business need). Excellent customer-facing communication skills especially when communicating to the customers regarding their product orders, service, or other general inquiries. Proficient in computer usage and a variety of basic skills.  Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed. Effective time management skills and a self-starter attitude.  Ability to take ownership of customer needs and demonstrate initiative and decision-making. Demonstrates aptitude for learning new business applications and enterprise software.  Demonstrates aptitude for and interest in learning/improving processes.  Oracle and SFDC application experience is a plus. 

 

Our Offer to You:

International working area, good Team spirit Flexible working hours and home office opportunity Opportunities to maintain health (use of corporate gym, weekly fruit day, farmers market, medical screening - when we are working on site) Cafeteria including multiple selectable options Supportive atmosphere, team buildings and other company events NI discounts (e.g.: gyms, book stores, restaurants) Yearly Appreciation week, including fun, educational and health-related programs  

We understand the importance of work-life balance and are dedicated to supporting our employees' personal and professional needs. From competitive benefits plans to equitable opportunities for growth and development, we strive to create a workplace that is supportive and rewarding.

Our flexible work from home policy allows you to make the best of your time, by combining home office days with collaborative experiences in the office so that you can personalize your work-life mix.

We are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.

Moreover, our employee resource group will empower you to connect with peers that share the same interest, promote diversity and inclusion, and positively contribute to communities around us. We are committed to providing an inclusive, open, and welcoming workplace environment for people, helping all to make the most of their professional potential.