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Customer Service Representative
2 months ago
We are seeking a highly skilled Customer Service Representative to join our team at Parkside Office Professional. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and ensuring seamless order management processes.
Key Responsibilities- Customer Enquiries: Manage customer enquiries in a timely manner, providing efficient and reliable service through phone and email communication.
- Order Management: Oversee customer orders from entry to billing, including sending and following up on quotations and pre-payment documents.
- Ticket Management: Open, update, and manage tickets/cases in our system for each customer enquiry, liaising with other departments as needed.
- Delivery Management: Manage deliveries in line with customer expectations, coordinating with 3rd party warehouses and other supply chain contacts.
- Technical Support: Dispatch customer and partner requests for support through the correct channels, enabling the technical support team to act on customer requests.
- System Navigation: Monitor and navigate multiple systems and ticket queues throughout the workday.
- Communication: Maintain regular contact with Sales Account Managers and other internal departments to ensure timely communication of customer order, enquiry, and delivery information.
- Process Improvement: Identify and implement process improvements to enhance operational effectiveness and profitability.
- Account Management: Ensure customer account records are up-to-date for audit purposes.
- Master Data Management: Collaborate with the data management team to resolve master data errors affecting the order-to-cash process.
- Team Support: Provide support to other team members and backup as required for other customer service teams.
- Technical Skills: Proficiency in Outlook, Salesforce, Excel, and Word, with SAP experience an advantage.
- Soft Skills: Ability to work independently and as part of a team, think outside the box, work under pressure, prioritize workload, multitask, and coordinate activities across departments.
