Customer Service Coordinator - temporary position - 9 months

Job Description

Primary Function of Position:

• Be the point of contact/escalation for its own market(s).
• Efficiently handle customers’ or distributors’ enquiries such as purchase orders, quotations, part requests, and complaints for lost or damaged goods, product returns or exchanges.
• Professionally answer incoming calls and emails, understand the customers’ needs and their environment to improve satisfaction at sales and service support levels.
• Accurately and timely process orders and requests in ERP and CRM databases.
• Work closely with other teams such as Sales, Finance, Logistics, Regulatory and Contracts.
• Master processes and make recommendations to improve overall team efficiency.
• Support customer success activities.

Roles and Responsibilities:

• Responsible and accountable for a selection of markets/customers.
• Provide high standard customer support including phone and email requests from customers and distributors.
• Use best and appropriate practices and ensure continuous process improvement.
• Master Customer service policies, processes and effectively follow up on and resolve sales order or service request issues with minimum level of supervision.
• Enter sales orders into SAP, verify that terms and conditions of purchase orders are processed accordingly.
• Support customer success activities such as onboarding new customers, key customer monitoring, strong partnership with sales teams.
• Promote and facilitate the adoption of self-help technologies. (e.g. CP, CRM,…)
• Process and track all service requests into CRM.
• Log customers’ complaints timely and accurately, report to Regulatory as appropriate.
• Daily monitor open sales orders, RMAs, service requests and advance exchange programs.
• Import/export documentation and processes as required.
• Maintain customer data within SAP and CRM, ensure that contact information is kept up to date.
• Provide ad hoc reporting as needed.
• Take regular part in projects as assigned and general administrative functions.
• Support system orders processing, deliveries and installations as required.