Customer Service Associate Iv
2 weeks ago
**Responsibility**:
- Extraordinary Customer Experience (ECE) and Customer touch point
- On-going efforts to drive ECE by interacting professionally for your internal and external customers. KPI’s are STR, CES, FCR, and efficiency.
- Satisfaction Management
- Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. Metric - NPS/Transactional Survey
- Customer Relationship & Satisfaction- Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries
- Proactive communication to Customer and liaise with parties to come up with solutions for open and upcoming matters. Customer visits might be required
Manage Service Delivery Process / Execution- Manage escalations for your customers.
- Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments
- Follow up on quotes and quality issues
Manage Interfaces & Build Service Culture- Act as voice of the Customer for internal support departments
- Participate in development training and process improvement projects to expand and challenge learning new ideas and processes
- Take ownership for actions and follow through on tasks until resolved
Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Good working knowledge of English and German language, Action Oriented, Detail Oriented and Business Acumen, mínimal bachelor’s degree. SAP experience (SD module) is a big advantage.
**Competencies**:
- Values: Integrity, Accountability, Teamwork, InnovationEOE, Including Disability/Vets
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