Customer Service Technician - Ipswich and Norwich
Department: Area Service Management
Location: GB, GB
Job ID:
The role is responsible for performing the order-to-cash management process and addressing customer inquiries, clarifications, or complaints about orders. This includes accurate order entry and timely fulfillment, shipment tracking, managing billing data and payment information. The role involves interacting with internal departments to resolve customer order-related issues, handling order returns and refunds, and documenting customer interactions, with the goal of complying with relevant laws and regulations. It also requires tracking KPIs and metrics related to customer service and preparing reports for management.
MAIN RESPONSIBILITIES
1. Undertakes customer inquiry / clarification or complaint and works with internal departments (e.g., Sales, Logistics, Finance) to solve issues affecting order to cash management process.
2. Works with relevant teams and departments (e.g., Finance, Sales) to draft structured documents responding to customer inquiries/complaints regarding administrative issues (e.g., Q&A, ad hoc responses, position papers).
3. Performs order entry and fulfillment, verifies accuracy of order details, validates product availability, pricing and discounts, and informs relevant stakeholders to ensure accurate and timely order fulfillment.
4. Provides relevant order shipment information to customers with real-time updates on order status, shipment tracking, and delivery estimates.
5. Enters data within the billing system (e.g., order specifications, costs, credit terms, order date, shipping date) accurately.
6. Ensures the accuracy of payment information and collaborates with other departments (e.g., Finance) to address payment issues, such as failed transactions or overdue payments.
7. Performs return requests, tracks returned products, processes refunds efficiently, documents return and refund processes, and communicates updates to customers.
8. Accurately records customer inquiries/clarifications and complaints in CRM, along with issue resolutions and customer feedback.
9. Ensures compliance with relevant laws and regulations, respects consumer rights, and ensures the privacy and security of customers' information and personal data.
10. Keeps track of KPIs and metrics related to customer service performance (e.g., response time, problem resolution rates, customer satisfaction) and prepares reports for management.
GENERAL SKILLS
* Communication & Impact
* Problem Solving & Decision Making
* Leading People
* Planning & Managing Priorities
* Customer Orientation
TECHNICAL COMPETENCIES
* After Sales Strategy - Foundational Knowledge
* Customer Care / Service Processes - Intermediate Knowledge & Application
* Customer Interaction - Full Knowledge & Application
* Product Knowledge - Full Knowledge & Application
* Technical Service Processes - Foundational Knowledge
* Technologies & Tools - Full Knowledge & Application
BUDGET / PEOPLE RESONSIBILITIES
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