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Customer Service Representative
2 months ago
We are seeking a highly skilled Customer Support Specialist to join our team at Gilson. The ideal candidate will be responsible for delivering exceptional customer service and support to our clients.
About the Role
The Customer Support Specialist will be the primary point of contact for our customers, providing timely and effective support to resolve their inquiries, orders, and other issues. The successful candidate will have excellent communication skills, both written and verbal, and be proficient in using our CRM system and other software applications.
Key Responsibilities
- Provide outstanding customer support by efficiently coordinating and answering customer questions regarding order status, stock availability, and pricing.
- Develop a working knowledge of our products and procedures to provide 1st level technical support.
- Create new customer accounts, pricing, and item setup requests in our SharePoint database.
- Update our CRM system with relevant information.
- Support the quote process using our CRM system (Salesforce).
- Manage public and private tenders.
- Process sales orders received via various channels.
- Perform local purchasing for third-party and office materials.
- Manage back orders and billing disputes.
- Manage customer inquiry cases and complaints in our CRM system.
- Assist with credit collection.
- Pipette after-sales management (quote, restart, create order headers, invoicing).
- Support the planning and invoicing of on-site services.
- Participate in annual spares and rotating inventories.
- Comply with defined standard operating procedures, safety regulations, and quality certificates.
- Bring the Voice of the Customer to all relevant Gilson departments to ensure customer satisfaction.
- Support activities not listed but similar in nature, based on business requirements or requested by management.
About You
The ideal candidate will have:
- Previous experience in customer service (2 years minimum).
- Excellent communication skills, with the ability to converse in English.
- Proficiency in using ERP and CRM systems.
- Proficiency in MS Office applications.
- Working knowledge of imports and customs.
- Ability to work well with others and build relationships.
