Responsibilities
Order Management
Process all orders efficiently, accurately and in line with policies and procedures
Run and follow up on various control reports to ensure that the order to payment process is fulfilled.
Complaint Management
Handle and close customer complaints on time
Collaborate with other functions to close complaints
Customer Management
To handle all incoming telephone calls and emails dealing with Customers needs
Build relationships with key customers
Sales Support
Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
Communicate with Sales Account Managers (by email/phone), enabling complete visibility of key Customer issues.
Attend relevant meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Service KPIs and strategy.
Other Tasks
Attend all relevant training courses in order to develop skills and increase knowledge of Diversey products required to carry out role.
Assist with other areas of the business as required, providing cover where necessary.
Play an active role in company change process through positive communication to internal and external Customers.
To keep the department leader up to date with account progress, product and range development, and problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.
Requirements :
Preferred up to 2 years prior Customer Service Experience or university degree
Fluent in business language of customer, with strong written and verbal communication skills. If this is not English, additionally English language skills are an advantage.
Experience in order and complaint management
Capable of working in a dynamic team environment
Works within established procedures with a moderate level of supervision with an ability to make sound decisions by assessing each situation using standard procedures
Identifies problems and relevant issues in straightforward situations
Computer Skills, preferably with experience in Gmail and Google docs and Microsoft Word/Excel
SAP - ERP system knowledge preferred
Flexible with work hours if required to cover holiday calendars
Fluency in English is required and fluency in any of the languages from Mandarin, Malay, Bahasa Indonesia , Bahasa Malaysia preferred
