CUSTOMER SERVICE ASSOCIATE IV

Job Overview

Strengthens customer relationships by acting as a liaison between customer and any internal points of contact

This position is the central point of contact for all daily operational requirements from inquiry and pre orders needs through all post order activities.

Job Requirements

Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements includin

•    Customer Relationship & Satisfaction
o    Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries using SALES-FORCE.
o    Proactive communication to Customer on pending changes to MOQ’s, Lead Time, Price Agreement expiry and visits as required
o    Strategy for building positive customer relationships 

•    Delivery Management – On-going Backlog management and forecast monitoring Metric – STS (Schedule to ship) & STR (Schedule to Request

•    Complete Order managemen

•    Billing Management – Quote follow up and proactive billing management process Metric - Billin

•    Manage Service Delivery Process / Executio

o    Ensure daily review of order backlog, open order reports and forecast reports and work with team to provide early warning of late deliveries to the Customer and teao    Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments
o    Weekly quotes follow up, credit status monitoring and awareness of status on open quality issue

•    Manage Interfaces & Build Service Culture
o    Act as voice of the Customer for internal support departments
o    Participate in development training and process improvement projects to expand and challenge learning new ideas and processes
o    Take ownership for actions and follow through on tasks until resolved 

Desired Candidate Profile:

Educational Degree: Graduate
 
Experience: 2 to 5 years 

Must have skills: SAP SD Order management / Backlog management

Special Qualifications, Knowledge & Skills: 
Customer Focus, Demand and forecast, Planning, SFDC (SalesForce Dot Com) (sales force-case management), Logistics, Excel, PowerPoint

Competencies