Customer Service Representative

Position Summary:

• • -  Appropriately handle and manage orders, deliveries and customer inquiries.
    - Identify and solve basic problems with work in the Customer Service team.
    - Utilize one's specialty beyond one's work by providing guidance to junior employees and other department. Possess sufficient knowledge and skills for area of work, and acquire needed specialty skills and knowledge for future.
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Key Responsibilities:

• - Deliver high level of service quality to our internal and external customers in a timely manner. Own and manage customer experience by providing faster resolution, effortless experience, and better customer connect.
  - Respond to customer inquiries(applications and technical inquiries, substitute proposals, handling claims, etc.) and resolve various issues regarding pre-sales, post-sales or order-tracking support by demonstrating active listening, ownership/initiative, and organization skills.
  - Promote higher quality initial responses and customer experience for inbound contacts(telephone, email, fax).
  - Drive timely resolution of all return and claim processes with complete ownership as the single point of contact (SPOC) for the customer.
  - Conduct sales promotion activities(cross & upselling, custom solutions proposals, uncover inquiries) in response to initial inbound contacts.
  - In response to initial inbound contacts(telephone, email, fax), uncover inquiries and escalate these to the appropriate manager.
  - Follow up open order status using exist system and handle the related expedites.
  - Keep communication with factory using Flowan for various customer requests.
  - Communicate with other departments.
  - Implement projects one is in charge of.
  - Carry out other special assignments.
  - Analyze customer inquiry patterns and feedback to enhance processes.
  - Collect, analyze, and report VOC (Voice of Customer) data to enhance customer experience.
  - Proactive customer management to prevent potential issues before they arise.

Professional Experience:

• - 5+ years of working experience in related fields.
  - Ability to operate ERP system, especially SAP B1 and MS Office, 
  - Experience in utilizing customer service automation tools (Hubspot, SAP, etc.) 
  - Manage key CS KPIs (on-time delivery rate, customer satisfaction, etc.)
  - Product knowledge, general industry knowledge

Required Competencies:

• - Customer Focus 
  - Attention to Detail
  - Accountability
  - Agility
  - Team Work & Collaboration
  - Communication
  - Emotional Intelligence
  - Good in spoken and written English
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