CUSTOMER SERVICE REP. I

CUSTOMER SERVICE REP. I

Position Objective

Provide effective and efficient service that meets the customer’s standards for service and quality. Acts as the critical link in the fulfillment of each sale and in the fulfillment and enhancement of Formosa’s brands and image, by providing timely and consistent delivery of the products and services specified and required by the customer.

Major Areas of Accountability

Touch Point Customer Contact: Answer phones, respond to emails, and resolve customer inquiries in a timely manner and to customer’s satisfaction.  Communicate clearly and respectfully.

Customer Contacts and Relationships: Communicate clearly and responsibly in a timely manner, take initiative, and act creatively and diligently as a problem solver.  Consistency and professionalism is expected along with proficiency in time-management and good organizational skills. Demonstrates credibility by anticipating and recognizing customer concerns and by delivering on commitments made. Perform continuous liaison with internal contacts (including sales representatives, shipping, traffic and other related functions) and with external contacts to resolve individual customer needs and situations.

Error-Free Customer Order Processing: Analyze and identify root causes for errors. Pursue solutions resulting in a reduction of order errors and work collaboratively with cross functional teams in a proactive attempt to limit the number of instances regarding order errors.

Expedite On-Time Delivery and Minimize Delivery Blockages: Perform consistent and timely follow-up and feedback to Customer, Sales, and any other function involved in the order cycle.  This involves thorough and precise communication, and tracking and recording each element of the customer’s transaction. Integrates actions and solutions which may include various issues such as product inventory, volume or scheduling, credit release, meeting specifications/quality requirements, availability of railcars/carriers, and timing of shipments.

Facilitate the Processing of Customer Complaints through Fact Gathering: Gather facts involving diverse situations which may include, among others, product quality, delivery issues, product specifications and quality.  Communicate findings to the appropriate involved individuals and file complaint.

Manage Consignment/Outside Terminal Inventory: Consistently, and in a timely manner, monitor and manage Consignment and Outside Terminal inventory to ensure adequate inventory levels that are not in excess of 30 days from placement date.

Qualifications

• 1-5 years experience in the customer service field.  Ability to handle small, medium, and large accounts with complex product portfolios including consignment, outside terminals, Export and Mexico accounts.  Demonstrated achievement in providing customer satisfaction.
• Excellent  English  verbal  and/or  multilingual.  Able  to  read,  analyze,  and  interpret  emails, purchase orders, contracts, Standard Operating Procedures, NANs, SPRs, CQRFs, and any other job related reports. Excellent written communication skills by use of emails and written reports.  Strong  phone  etiquette  and  ability  to  answer  phone  within  3  rings  if  available. Effectively present information and respond to questions from internal and external customers and managers. Calculate figures and amounts such as price, volume, and percentages. Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Use of Microsoft Office Excel, Word, and Outlook.
• .A. or B.S. 4 year degree from a college or university; or 10 to 15 years related experience and /or training; or equivalent combination of education and experience.
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