EMEA - Customer Service Representative
Job Title
EMEA - Customer Service Representative
Position Overview
As a CSR you will work within the Commercial Customer Service sector supporting the EMEA businesses. You will ensure that all customer contacts are dealt with effectively and courteously. This will include processing orders, preparing correspondence and responding to enquiries as requested by the customer, sales, marketing and customer service management team.
As a Shaw Representative you will strive to deliver a world class customer experience with a strong focus on First Contact Resolution. You will display a professional can-do attitude while interacting - multiple times a day - with key customers. You will take ownership of customer support through detailed follow-up from order processing to delivery of the product with a focus on continuous improvement.
Responsibilities:
* Perform all order entry, maintenance, and enquiries along with other duties as assigned.
* Communicate with customers to confirm order and delivery details.
* Communicate with transportation partners to ensure accurate and reliable delivery of goods to the customer.
* Monitor orders and inventory position as needed to maximize service and reduce inventory and inventory handling costs.
* Analyze stock positions and proactively address concerns for customers.
* Responsible for the resolution of routine questions and problems in a timely manner, provide alternative suggestions to satisfy customer requirements when necessary.
* Must make sound decisions based on customer, company and employee needs, while ensuring compliance with department and company policies and procedures.
* Seek to understand and anticipate the unique needs of customers.
* Responsible for maintaining a professional relationship with customers.
* Create a positive customer experience through professionalism, knowledge and effort by creating a climate in which the customer has confidence in all that we do.
* Retain knowledge of and understand the requirements provided for the performance of all duties. Share best practice with other team members.
* Analyze job related information and make decisions based on previous experience.
* Use good judgement to control call interaction and strive for First Contact Resolution.
* Personally promote a positive work environment by exemplifying honesty, integrity and passion.
* Professionally represent the company brand in all interactions and correspondence.
* Process sample requests from customers, architects, designers.
* If required send samples to customers, architects, designers for the region.
Qualifications:
* A desire to deliver world-class customer service.
* Strong attention to detail.
* Clear, professional and concise communication skills; written and verbal.
* Must have proficient adaptable computer skills.
* Basic mathematical skills.
* Excellent organizational and time management skills.
* The ability to think outside the box.
Desired Qualifications:
* 1-2 years Customer Service experience - within a sales or service environment.
Required Competencies:
* Communicate Effectively.
* Build Customer Satisfaction.
* Manage Work.
* Learn & Apply.
Shaw will be offering:
* Competitive salary package including pension allowance.
* Travel allowance.
* Ability to work remotely.
Work Shift:
7.5 hour day shift.
Shaw Industries is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, gender identity, religion, sexual orientation, national origin, disability, genetic information, pregnancy, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws.
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