Job Description
Role Purpose: The Senior Customer Service Specialist (CSS) is responsible for establishing and maintaining exceptional effortless customer service experience for key accounts, large volume accounts with minimal supervision, import / export account, and any support to the organization with key tasks like credits, debits, returns and creation of Quality Notification Claims.
Process and verify the accuracy of orders from customer received by email, telephone, EDI or other with attention to detail and accuracy for strategic accounts.
Initiates required action for response to customer service requests for order changes, including maintenance of order and communicates changes to the appropriate personnel / departments.
Ensures and provides quality service to both internal and external customers. Builds and maintains ongoing relationships with customers.
Responsible for the timely resolution and communication to a variety of customer needs and customer complaints, including the implementation of corrective action plans relating to customer service.
Serves as communication link between customers and sales team to assure customer’s needs are met and aligned.
Initiate meetings to resolve customer issues due to order delay, backorders, returns, etc. with the appropriate teams i.e. Product Management, Quality Managers, Transportation, Warehousing, etc. as needed.
Maintains SAP master data by updating account information. Provide back up support to team when out of the office due to vacation, travel or sick.
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