Description
Company Profile:
Position Overview:
- Handle product information calls by managing inbound and outbound inquiries with customer via phone and e-mail, in a customer friendly and professional manner.
- Takes orders and enters orders into SAP system.
- Spot trends in customers transactions to flag for the rest of the team and the Customer Service Dept Manager.
- Identify process improvements on data entry to enhance the customer experience.
- Assist with client requests, handles customer problems, quality, or technical issues, and returns.
- Contribute to the ongoing learning and success of the team by contributing to the creation of documentation.
- Communicate thoughtful and efficiently in a manner that helps customer move forward and grow the capabilities of the accounts.
- Meet Performance Review Goals set by Customer Service Department Manager to ensure Operational goals and customer satisfaction are met.
- Have no or minimal errors on order data entry in a monthly basis. Target goal will be established by the Customer Service Department Manager.
- Works with US and European warehouses on inventory and logistics.
- Support the credit management process. Collecting payments from customers. This includes checking customer account balance and making basic decisions on whether to release customer shipments, according to Arlon procedures.
- Prepares, maintains, and updates quote files and pricing in system and assists with price list creation
- Handles product information calls and Live Chat relating to assigned market(s).
Requirements
- Successful candidates should be fluent and bilingual in German and English and at least one other EU language preferably Italian or Polish.
- Strong proficiency with Microsoft Office is required, including Intermediate to Advance Microsoft Excel Skills
- Must have strong typing skills.
- A minimum of 2 years of customer service with sales/ retail experience is preferred.
- Experience with SAP is desirable.
Competencies:
- Capable of working independently as well as part of a team, must be a team player and be competent to manage interpersonal relationships.
- Proven ability to understand customer requirements with prompt follow-up required.
- Excellent communication skills.
- Ability to learn quickly and adapt to change.
- Ability to train others how to do the job.
- Must have initiative, ability to work at a fast pace, and have a passion for customer service.
- Being self-motivated, ambitious, and persistent.
- Excellent time management skills required to create efficiency and multitask.
- Maintain a consistent and high productivity level daily.
- Highly organized with attention to detail and ability to reliably perform multiple tasks.
- Listen, understand, and respond to customers and fellow employees to deliver world class customer service.
- Experience delivering client-focused solutions to customers via phone, e-mail, and Live Chat.