Customer Service Specialist

Job Overview

• Ensure the resolution of customer issues (e.g. order entry, technical, payment) by coordinating with Operations, Technical members, Sourcing, Manufacturing and other internal and/or external teams. Coordinates resolution of After-Sales Service and/or Spare Parts Teams, or trouble calls.
• Coordinate appropriate solutions for customer requests, and coordinate with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place.
• May conduct quotation/proposal follow-up with customers and update Sales Force Dot Com (SFDC).
• Proactively inform customers about purchase order status, repair & return, advanced warranty, technical follow-up, spare parts and/or clarify any questions ensuring a positive customer experience throughout the entire process.
• Ensure accuracy of documentation including return material requests, shipping, invoicing, and finance systems.
• Process the return of goods from customers. Track the repair when necessary.
• Participate in departmental training programs.
• Provide outstanding service and representation to external and internal customers through accurate order entry and call handling with superior, professional communications.

  Basic Qualifications:

• High School Diploma/GED equivalent and minimum 2 years of experience in order fulfillment/order management and
• Minimum 2 years of experience using SAP or similarly large and complex ERP system to drive results.
• Bilingual in both local language and English - Fluent in both verbal and written language

Desired Characteristics

• Associates Degree preferred
• Strong oral and written communication skills
• Strong interpersonal skills
• Ability to work with cross-functional teams to help build effective processes.
• Results oriented; ability to deliver on commitments and follow through with results.
• Strong problem-solving skills with continuous improvement mindset
• Ability to multitask with a strong sense of priority.
• Ability to work independently and a strong team player.
• Able to effectively interface with all levels of internal and external customers.
• Demonstrated proficiency with Microsoft office applications.
• Proficiency with lean or process improvement methodology