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Job description
Job TitleJob Description Required Education• High School DiplomaRequired Qualifications/Skills/Experience• 2–5 years of experience in Customer Service, Supply Chain, or Sales• Customer-facing operations, including Customer Service or Sales• Order-to-Cash process knowledge• Experience with cloud-based solutions such as Service Cloud• Experience with ERP systems such as SAP• Experience with IT applications• Supply Chain understandingPreferred Qualifications/Skills/Experience• Spanish or French speaking is a plusCustomer Service / Customer Experience Overview• Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey and collecting feedback to drive continuous improvement• Serve as the single point of contact for current and new customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs• Run Order-to-Cash (OTC) and Customer Service Management, focusing mainly on customer interaction-related activities, both inbound and outbound• Build customer trust and relationships by supporting supply, commercial, and application inquiries, collecting feedback, and identifying opportunities to drive customer satisfaction• Collaborate closely with internal partners and functions, including CSX, Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain, to align customer expectations and needs with Supply Chain capabilities• Support customer experience initiatives, tools, and processes while differentiating service according to Customer Segmentation, Service Levels, and customer satisfaction levels• Contribute to continuous improvement by identifying opportunities to enhance operational efficiencies, streamline workflows, and improve the customer experience• Utilize SAP, Service Cloud, and other supporting systems and tools to drive efficiencies and provide feedback that contributes to systems improvement• Prioritize workflow and activities to ensure business continuity, productivity, quality, timeliness, and customer satisfactionJob Duties• Accountable for customer-facing activities and customer experience, acting as a single point of contact for customers and adopting a customer-centric mindset within day-to-day interactions• Set and meet expectations while providing a stress-free customer experience and maintaining a positive and professional demeanor• Run OTC and Customer Service Management, focusing mainly on customer interaction-related activities, both inbound and outbound• Contribute to the understanding of customer segments, trends, needs, and expectations by reporting and providing feedback on client interactions• Build customer trust and relationships by supporting supply, commercial, and application inquiries• Collect feedback and identify opportunities to drive customer satisfaction, including regular customer visits• Enter relevant information into the Customer Relationship Management (CRM) system after each customer contact to create a call plan and ensure the organization has quality data to enable effective customer retention and business development activities• Schedule follow-up actions• Provide quality service to customers while identifying opportunities to secure new business or support retention through customer interaction• Handle customer cases and complex queries to minimize disruption and downtime• Collaborate closely with internal partners and functions, including CSX, Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain, mainly via Service Cloud• Judge and align priorities to meet customer expectations and needs versus Supply Chain capabilities• Monitor and ensure delivery of other functions' commitments• 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• Review existing operations within the assigned area of work and generate new ideas to assist in identifying continuous improvements• Enhance operational efficiencies, streamline workflows, and improve the customer experience• Prioritize own workflow and ensure work is completed to required standards of productivity, quality, and timeliness• Use KPIs, performance management systems, and reports to improve personal performance• Utilize customer service supporting systems and tools, including SAP and Service Cloud• Drive efficiencies and provide feedback to contribute to systems improvement for internal and external use• 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• Comply with Corporate Standards, Global SHE, and Sustainability requirementsTravel• Regular customer visits are referenced as part of the role**Only those lawfully authorized to work in the designated country associated with the position will be considered.****Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**
Worksite address
bridgewater, NJ, 08807, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.