Responsibilities:
The Customer Care Team for the Appliance Business Unit has a vision of winning in the market with a passionate organization that delivers unique solutions to our customers when we promise, every time. We are seeking team members to help us make this vision a reality. In this exciting role, you will be responsible for establishing and maintaining strong business relationships with key accounts, providing total Customer satisfaction and contributing to an increase in sales.
Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:
61 Delivery Management – On-going Backlog management and forecast monitoring Metric – STS & STR
1. Chase PM / Plant / Finance for part master, cost setup, sample and stock requisition, process order in system
2. Ensure daily review of order backlog, open order reports and forecast reports and work with team to provide early warning of late deliveries to the Customer and team, expedite orders to fulfill customers’ demand
3. Arrange and monitor urgent delivery and tracking Report and support past due backlog reduction
4. Provide after-delivery coordination like questions relative to shipments, documents or complaints.
61 Billing Management – Quote follow up and proactive billing management process Metric – Revenue USD
1. Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments
2. credit status monitoring and awareness of status on open quality issues
61 Customer Satisfaction Management –Metric NPS+CES
1, On-going efforts to drive ECE by interacting professionally for your internal and external customers. KPI’s are CES, FCR, and efficiency.
2, Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. Metric - NPS/Transactional Survey
3, Proactive communication to Customer and liaise with parties to come up with solutions for open and upcoming matters. Customer visits might be required
4, Drive for automation, Support opportunities to decrease manual work and errors
61 Customer Data Administration
On a yearly basis or as required, review the Customer master data stored within the system. Work with customers to ensure the data is accurate and where possible compare an order to the details stored within the system.
Qualifications:
61 Working knowledge of SAP required
61 Bachelor’s Degree required, preferably in business, or related field.
61 3 to 5 years customer service experience required
61 Advanced knowledge of Microsoft Office Suite
61 All candidates are required to be fluent in English
61 Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Action Oriented, Detail Oriented and Business Acumen