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Customer Service Representative

Position Description

The customer service representative acts as a liaison between the business and the customer for service provided. Maintains positive customer relations by providing support related to the services of the business. Responds to inquiries, problems or complaints that may arise. Additionally, supports quoting or invoicing and/or service management of customer requirements and requests for the business. Must be energetic and well-spoken.
Position Requirements

Specific Accountabilities
•Acts as an advocate for external and internal clients, demonstrating accountability and a commitment to excellence to both the external customer and the company.
•Provides innovative solutions to complex issues, influencing others to ensure customer satisfaction is maintained and company standards and profit margins are maximized.
•Provides informal leadership within the business unit, demonstrating integrated thinking when solving problems and implementing continuous improvement practices.
•Adapts to change, demonstrating proactive thinking, assertiveness and initiative to identify potential issues/problems before they arise.
•Builds relationships with both external and internal clients.
•Maintaining database (Oracle, Excel, etc.) of prospective client information
Product Related
•Providing updates to customer requests or order status.
•Support quoting activities as needed.
•Consistent and constant communication with key accounts.
•Handle incoming calls or inquiries from prospective customers or clients.
•Assist in solving customer disputes or concerns.
•Provides additional information to customers.
•Complete required paperwork to document progress daily.
•Contact customer to determine weekly / monthly induction forecast.
•Create and maintain service reports or time-lines as needed.
•Weekly review of customer receipts to determine shortfalls or increases.
•Prepare and maintain sales pipeline.
•Ability to segment current and future customer base by size and potential
•Tracking and recording “Wins and Losses” to determine market level and competitiveness.
•Support or back-fill OE/Pricing when need arise
•Manages accounts through the practice of sound business judgment, recalling relevant information when analyzing situations and defending decisions.
•Ensures customer requirements and expectations are confirmed, documented, and communicated to the appropriate team members for the BU/site.
•Manages customer concerns, identifying costs associated with and impacts on resolution of Customer Concerns on other areas. Justifies resolution (internally or to customer) and proposes a rationale for adjusting policy.
•Manages documents as per company, customer, and regulatory standards and process. Assures required information is entered into the appropriate computer system (internal and external). Performs assigned system maintenance to various electronic files.

Required Skills/Experience
•Communicates effectively with customers (both internal and external), demonstrating effective use of written, verbal, non-verbal, and active listening skills, employing relevant knowledge, skills, and judgment to achieve organizational goals. Adapts language appropriate to the audience.
•Strong planning, organizational, analytical, decision making and problem solving skills while demonstrating situational awareness.
•Strong interpersonal and teamwork skills that include demonstrated expertise with negotiation, conflict resolution and customer service. Demonstrates patience, tact and empathy when working with others. Values positive feedback, inviting participation and feedback from other members of the team, providing constructive feedback as required.
•Working knowledge of PC’s in the current company operating system environment including the use of Microsoft Office productivity software with the ability to adapt to changes in technology (both hardware and software).
•Comfortable making cold calls and talking with new people.
•Experience in Metal Finishes, OEM and MRO businesses preferred.
•Excellent verbal and written communication skills; the ability to call, connect and interact with potential customers.
•Persuasive and goal-oriented.
•Possesses an energetic, outgoing, and friendly demeanor.
•Self-motivated and self-directed.
•Able to multitask, prioritize, and manage time efficiently.
•In-depth understanding of company services and its position in the industry
Education
•Minimum Diploma in Business Administration, Marketing, or related discipline with two years or a Baccalaureate Degree in Business Administration, Commerce, or a related discipline.
•Tenacity to handle rejection and continue on with a positive attitude when reaching next potential client
•Knowledge of sales process from initiation to close.
•Ability to work independently or as an active member of a team.
•Strong computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and Oracle experience preferred.

I would like to apply for the post of Customer Service Representative bases at your esteemed organisation. I have attached my CV.

CV:

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