Our international client based in Felling Gateshead are looking for a Customer Service Representative who supports and assures the Customer Service Team's highly professional interactions with customers associated with their order processing, complaint registration, general management and information required.
Hours - Monday to Friday 36.15 min a week between 8.30am to 4.30pm
Hourly rate - 13.00per hour
Duration - 4 months initially
Key responsibilities;
* Register and process orders in the SAP system received via email, phone or through other contact with the customer or associate.
* Acts as first level contact with customers for order receipt, quotations, general enquiries and attempting to resolve complaints.
* Where appropriate contact agents and make necessary arrangements for delivery to an agent, vessel or direct to customers.
* Ensure order processing is handled on time and in full and is transferred to the appropriate warehouse, logistic team and transport company.
* Ensures cooperation and fosters good relationships between customer service and field sales force regarding administration of customer's orders.
* Obtain adequate customer and product knowledge to find solutions for customer needs (e.g. additional and/or alternative products).
* Raises issues in delivery and/or invoice process with Team Co-ordinator and/or Cluster Customer Service Manager.
* Refers higher level customer complaints to Team Co-ordinator and/or Cluster Customer Service Manager.
* Makes proposals for improvements to work processes to Cluster Customer Service Manager and OTC Development Manager.
* Completes registering / filing / archiving of customer service-related documentation.
* Adheres to all applicable corporate as well as site policies/procedures with attention to personal conduct/HS&E standards and acts in compliance with all regulations.
* Completes all mandatory H&S and compliance internal training modules.
Experience
* Experience in customer service department / facing customers
Language Skills
* Good local language required
* Good English
IT Skills
* Strong IT literacy, especially in all Microsoft office applications. Excel and outlook
* SAP Knowledge
Other Skills
* Good networking skills with all stakeholders across several internal and external functions
* Demonstrable experience of ability to work under pressure
* Attention to detail and accuracy
* Strong client-facing and communication skills
* Problem- solving
* Proactivity
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