Customer Service Associate IV

For more than 80 years, our client’s engineers and product specialists have partnered with customers to produce highly engineered connectivity and sensing solutions that make a connected world possible. Their focus on reliability, durability, and sustainability exemplifies their commitment to progress. The unmatched range of their product portfolio enables companies, large and small, to turn ideas into technology that can transform how the world works and lives tomorrow.

Role Description:

• Client's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales and post-sales service functions.
• They take and process transactions via phone, internet, and correspondence from customers and respond to inquiries about Client's products or services.
• They may promote and sell our company's products or services as well as investigate and resolve customer complaints.
• A key area of focus is to develop strong business relationships via Client's Extraordinary Customer Experience strategy.
• This position is the central point of contact for various accounts regarding all daily operational requirements from inquiry and pre-orders needs through all post-order activities.

Responsibilities:

Key performance responsibilities :

• Extraordinaire Customer Experience (ECE) and Customer touch point On-going efforts to drive ECE by interacting professionally with our internal and external customers. KPI’s are STR, CES, FCR, and efficiency.
• Satisfaction Management Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. 
• Metric - NPS/Transactional Survey.
• Customer Relationship & Satisfaction.
• Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries.
• Proactive communication to Customer and liaise with parties to come up with solutions for open and upcoming matters. 
• Customer visits might be required.
• Seek regular informal and formal feedback via transactional surveys or via phone and e-mail during daily communications.
• Manage Service Delivery Process/Execution
• Manage escalations for your customers.
• Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments, backlog management.
• Follow up on quotes and quality issues.

Manage Interfaces & Build Service Culture

• Act as voice of the Customer for internal support departments.
• Participate in development training and process improvement projects to expand and challenge learning new ideas and processes.
• Take ownership for actions and follow through on tasks until resolved.

Requirements:

Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Good working knowledge of English, Action Oriented, Detail Oriented and Business Acumen, minimal bachelor’s degree. SFDC (salesforce) is a big advantage.

• All candidates are required to be fluent in English.
• Flexibility to work in US shift hours (6 pm to 3:30 am).
• Education Experience: Any Graduation/Post Graduation.
• Employment Experience: 6+ years.
• SAP experience preferred (SD module).
• Should be from Product based company (Manufacturing Industry).
• Should have complete knowledge on Quote To Cash process.