Customer Care Analyst Senior
Detail posisi
Kewajiban
• Oversee the daily operations of the customer service department. Develop and implement customer service procedures. Ensure compliance with company policies and procedures.
• Respond to customer inquiries and resolve issues in a timely manner. Ensure that the delivers a high level of customer service that meets or exceeds customer expectations.
• Ensure customers’ orders are well taken care with order acknowledgement and ensure all necessary upload in the system for production plan scheduled and material preparation.
• Ensures quotes provided to customers are accurate and consistent. Ensures appropriate follow up with customers.
• Coordinate with other departments to resolve customer issues. To resolves complex customer concerns or issues that have been elevated.
• Assesses staffing requirements and schedules staff to ensure timely completion of customer inquiries and orders.
• Responds to elevated customer inquiries requiring in-depth knowledge of business products and brands.
• Supervises Customer Service Representatives and/or Inside Sales Representatives to ensure that customer questions and problems are addressed in a satisfactory and timely manner and that customer specifications are maintained accurately. Ensures continuous improvement and customer care quality metrics are met.
Kualifikasi
• Bachelor's degree in Business Administration or Supply chain or equivalent related experience.
• 5+ years’ experience with customer service software and tools.
• ERP or oracle system implementation experienced or using.
• Excellent communication and interpersonal skills.
• Problem-solving skills and a knack for handling complex customer issues.
• Ability to analyze performance data and implement improvement strategies.