Customer Care Specialist II

Requirements:

Education: At least a Bachelor’s/College DegreeJob Related Experience:Must have at least two (2) years working experience in customer service, with business-to-business backgroundSpecific Knowledge:MS OfficeBusiness System Tools (e.g. Oracle, Call Management System, Avaya)Skills:Accuracy and attention to detailsWell-organized and able to multi-taskAbility to work under minimal supervisionStrong interpersonal skillsTeam PlayerExcellent communication skills

Responsibilities:

Duty 1: Order /Email Management

Records Administration

Acknowledges receipt of customer emails and purchase ordersMonitors incoming emails in common mailboxesLogs all emails and calls received on the transaction tracker

Workload Administration

Allocates requests, orders and inquiries to appropriate individuals within the teamIdentifies appropriate transaction levels/ classification and assign workload based on priorities

Duty 2: Pre-Order and Post-Order Administration

Handles incoming calls from the ACD following Call Handling ProcedureHandles assigned emails within turnaround timeChecks and verifies customer request/s, complaints and inquiriesUtilizes available resources in providing customer requests or answering customer inquiriesActs as a liaison between customers and other functional groups to complete the request (Engineering, Trade Compliance, Quality, Planning, Product Marketing, Pricing, Finance, Sales, Shipping, Production, Logistics)Expedites and escalates order/s following set guidelinesHandles complex customer issues and requestsProvides general account, product and order information to customersRecommends product alternates/substitutionFollows-up pending inquiries and requests to ensure resolutionRuns necessary reports (e.g. Drilling, Entered, Sales Rep, document and Shipping and other holds, CONFIGPNPENDING, Expedite Requests)Monitors orders with placeholder part numbers and make the necessary follow-upsProcesses shipping and billing disputesFollows Approval ThresholdsProvides support to other teams by providing customer or order informationProvides requested documentation to customersRequests credit and other billing adjustmentsServes as Point of Contact for key accounts

Duty 3: Operations Support

Creates minutes of the meeting during team discussions/huddlePerforms back-up and work load sharing activities with other team membersIdentifies risks and communicates to leads and team members and comes up with action plansCreates reports to help manage KPIsActively participates in team activities and initiativesAssists the team lead in identifying team opportunities and challenges and provide recommendations.

Continuous Improvement and Innovation

Collaborates with the team and other functional groups for process improvements, best practices, lessons learned, process and product updates during team huddles/meetings