Customer Service Representative

Lancesoft; Madison Heights (MI); Presencial; USD 36.000 - 40.000; Jornada completa

Descripción de la vacante

Lancesoft is hiring a Customer Service Representative in Madison Heights, MI. The role focuses on delivering an exceptional customer experience, acting as the main contact for customers and coordinating with internal teams to meet needs.

Qualified candidates have 2-5 years in customer service or related fields, familiarity with OTC processes, CRM usage, and ERP tools like SAP. The position is on-site and lasts 12 months with potential extension.

Formación

• High School Diploma is required.
• 2-5 years of experience in Customer Service / Supply Chain / Sales.
• Customer facing operations experience.
• Knowledge of Order to cash process.
• Experience with Cloud based solutions (e.g. Service Cloud) / ERP systems (e.g. SAP) / IT applications.
• Understanding of Supply Chain concepts.

Responsabilidades

• Be the single point of contact for customers and ensure an excellent customer experience.
• Run OTC and Customer Service Management, focusing on customer interactions (inbound/outbound).
• Capture Voice of Customer insights and provide feedback to improve services and client satisfaction.
• Enter customer interactions into CRM to build plans and enable retention and growth.
• Provide high-quality service and handle complex queries to minimize disruption and downtime.
• Collaborate with CSX, CoE, GBS+, and Supply Chain teams via Service Cloud to align priorities.
• Support differentiating customer experience initiatives and testing of new processes.

Conocimientos

Customer service

Order to cash

Service Cloud

SAP

CRM

Supply chain

Educación

High School Diploma

Herramientas

Service Cloud

SAP ERP

Descripción del empleo

Job Title: Customer Service Representative Location:Madison Heights, MI 48071 Duration:12months (Possible extension) Pay Range:$26-$29 /Hr on W2 Job Description: Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement. Be the single point of contact for current and new customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs.

• Minimal education required for the position: High School Diploma
• Minimal work experience required in years: 2-5 years of experience in Customer Service / Supply Chain / Sales
• Customer facing operations (i.E. Customer Service, Sales)
• Order to cash process knowledge
• Cloud based solutions (i.E. Service Cloud) / ERP systems (i.E. SAP) / IT applications
• Supply Chain understanding

Responsibilities

• Accountable for customer facing activities / customer experience, acting as a single point of contact for customers, adopting customer centricity mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive & professional demeanor).
• Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound)
• Voice of Customer: Contribute to the understanding of customer segments, trends needs, and expectations by reporting and providing feedback on client interactions. Build customer’s trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits.
• Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions.
• Customer Service Experience Operations: Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimize disruption & downtime.
• Collaboration: Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities;monitor and ensure delivery of other functions commitments.
• Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level.
• Continuous Improvement: Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements to enhance operational efficiencies, streamline workflows or improve customer’s experience.
• Performance Management: Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness;use KPI’s, performance management systems and reports to improve personal performance.
• Supporting Systems: Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
• Time Management & Activities Planning: Plan own activities on a daily, weekly and monthly basis to ensure business continuity, enhance efficiencies and improve customer satisfaction. Actively participate in team meetings to align priorities.