Handles inquiries of moderate scope and complexity.
Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods.
Handles varied customer transactions; including inbound calls, service complaints, general product inquiries, customer order entry and servicing customer accounts.
Communicate with other departments and providers to research and resolve issues, identify and implement service solutions; monitor progress using service measurement systems; identify areas to improve communications and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; creates basic reports and provides moderate analysis
Handles customer inquiries/complaints of moderate scope and complexity such as product returns/exchanges, pricing issues, product promotions, where to buy products, etc. and suggests improvements to respective department(s)
Analyzes, recommends, and suggests alternative solutions to meet customer needs and/or account specific needs.
Builds credibility and trust with customers by providing value added services such as recommendations for product applications, promotional opportunities, order enhancement, related sales, etc.
Assists in reviewing specifications forcustomer service methods and procedures
Performs order management including shipping routings, order consolidations, import/export, expedites, investigates customer billing issues
Reviews purchase order requirements to ensure compliance with the Clientterms and conditions. Follows up with customer before accepting order if non-compliant orders
Participates in customer meetings to identify areas of opportunity to improve customer satisfaction, communication, and efficiency
May serve as a subject matter expert for ongoing business transformation efforts for assigned area of responsibility.
Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with the clients values and ethical standards.
