Job Summary:
Responds to customer issues that require product knowledge, interpret questions/requests and ensure proper resolution in a prompt and courteous manner. May initiate customer contact to proactively identify and address customer needs. Monitors the resolution process to ensure other departments follow through on requests.
Receives and verifies the accuracy of customer purchase orders and sample orders by email, fax, EDI, Web Portal, CRM and enters into SAP within 24 hours upon receipt
Efficiently process the orders, debits, credits, returns and customer complaints in accordance to Customer Service Procedures and Policies. Reviews all elements of order fulfillment from order entry to invoicing to ensure customer expectations are met
Follow up with customers on any issues related to product quality, product availability, price discrepancies, freight rates and other items that might impact the ability to meet customer’s expectations in terms of delivery date, invoice accuracy & other critical measurements
Proactively liaise with cross functional groups (SC, plants, warehouses, quality, etc) to ensure that orders will ship in a timely manner
Ensure orders are being billed on time by monitoring dispatches in the warehouse and sailing schedules for exports
Maintain/update customer master data to keep all information up to date and relevant for seamless customer support
Manages any customer inquiries and acts as “voice of the customer”
Receives inquires from internal and external customers; initiates and follow up with required action for response to resolve variety of order and customer related issues
Assist SC in providing/developing business processes and incorporate into CS standard procedures
Receives customer complaints and enters them into designated global complaint system within 24 hours of receipt and provides timely updates to customer (where appropriate) on progress and resolution
Assists in root cause analysis and problem solving for supply chain or customer service complaints
Manage approved customer portal; invoicing and logistics. Example: Tungsten, Ariba, etc.
Effectively manage documents according to our Records Retention Policy and SOP requirements.

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