Overview
Reporting to the Customer Service Manager, Customer Service Specialist is responsible for acting as a liaison between customers and company, to ensure excellent service standards, respond efficiently to customer inquiries and build sustainable relationships with internal areas.
Responsibilities
Key Accountabilities
1. The key deliverables to be achieved and the ongoing responsibilities of the role are:
2. Improves customer service experience, creates engaged customers and facilitates organic growth by communicating in a clear and friendly way.
3. Provides customers with quality service, providing continuous accurate information about the status of their orders
4. Identifies and assess customers’ needs to achieve satisfaction.
5. Takes ownership of customers issues and follows problems through to resolution.
6. Follows communication procedures, guidelines and policies.
7. Maintains an orderly workflow according to priorities
8. Interfaces with Sales team to review customer needs and to report sales.
9. Confirm of orders, invoicing, refunds.
10. Interfaces with Planning team to coordinate client orders, forecast and productions lead time.
11. Maintains weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends.
12. SAP client database update..
Internal Networking
13. This position requires cooperating with different company departments, Quality Assurance, Regulatory, Quality Control, Marketing, Finance, R&D and the other team members of the Supply Chain group.
Qualifications
Minimum Knowledge & Experience required for the position
14. Education
15. Required: Ciclo Formativo de Grado Superior in in any related subject with the supply chain area
16. Valuable: Any additional degree higher than that required in the previous section • Experience
17. Professional experience is required, minimum of 5 years in a similar position • Additional skills/Knowledge
18. Software: Fluency in Office Tools (Excel & Word), Valuable advanced knowledge in SAP
19. Language: Fluency in Spanish or Catalan. Medium knowledge of English (reading, writing and speaking)
20. Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.
Skills & Capabilities
21. The ideal candidate for this position will exhibit the following skills:
22. Time management skills in order to work on several different projects at the same time.
23. Flexibility in order to work with and provide support for a number of people.
24. Experience in providing demonstrations and writing technical reports.
25. Teamwork and interpersonal skills.
26. Attention to detail.
27. Oral and written communication skills.
28. Reflects values of Werfen in the quality of work and working relationship.
Travel Requirements
NA
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer