Reporting to the Head of Customer Service AUNZSEA, you will be a customer centric team member responsible for handling customer phone calls, processing sales orders/quotations and responding to queries received through our salesforce portal.
Key responsibilities include:
- Focal point of contact with customer and internal stakeholder for all order-to-cash related tasks.
- Order management - Process customer purchase orders accurately in SAP and ensure “on-time & in-full” (OTIF) order execution as agreed with customer.
- Answer calls received on our customer service phone line in a timely and efficient manner.
- Claim handling - Resolve product/ shipping /quality related complaints and escalate them internally with key stakeholders.
- Product knowledge - sound understanding of the company's products, services and features to provide accurate and up-to-date information to customers.
- Support Sales by responding to customer enquiries with formal quotations including price and lead time for products available on the catalogue price list
- Respond to customer questions regarding product related information such as datasheets, application etc ; value Selling/up Selling - offer product alternatives where products not available in warehouse stock.
- Provide precise shipment dates to customer after clarification of production/ delivery status with supply chain (manufacturing / warehouse).
- Monitor open order backlog (including allocation management) until delivery creation for shipments.
- Record-keeping and documentation - Maintain accurate and detailed records of customer orders, interactions, enquiries, and resolutions through Salesforce customer service cloud platform.
- Strict adherence to company policies, procedures, and guidelines when interacting with customers.
Degree qualified with proven (min 2-3 years) work experience as a customer service representative
- Strong organisational skills with attention to detail.
- Exceptional team player with problem solving capabilities.
- Excellent phone etiquette and strong written/verbal communication skills.
- Technical or mechanical aptitude is desired.
- Working knowledge of Salesforce, SAP, and MS Office (MS Excel in particular) will be an added advantage.
- Proven experience in developing and maintaining customer relationships.
Ready to drive with Continental? Take the first step and fill in the online application.
