Location: Westlake,OH, USA
We are seeking a dedicated professional accountable for customer-facing activities and enhancing the customer experience. You will act as a single point of contact for customers, adopting a customer-centric mindset in day-to-day interactions to set and meet expectations while maintaining a positive and professional demeanor.
* Customer Interaction: Manage Order-to-Cash (OTC) and Customer Service Management, focusing mainly on customer interaction-related activities, both inbound and outbound.
* Voice of Customer: Contribute to understanding customer segments, trends, needs, and expectations by reporting and providing feedback on client interactions. Build trust and relationships by supporting supply, commercial, and application inquiries, collecting feedback, and identifying opportunities to drive customer satisfaction, including regular visits.
* CRM Data Management: Enter relevant information into the customer relationship management system after each contact to create a call plan and ensure quality data for effective customer retention and business development activities. Schedule follow-up actions.
* Service Operations: Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimize disruption and downtime.
* Collaboration: Collaborate closely with internal partners and functions, mainly via Service Cloud, aligning priorities to meet customer expectations and needs in line with Supply Chain capabilities. Monitor and ensure delivery of commitments from other functions.
* Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing. Differentiate service per customer according to segmentation, service levels, and satisfaction level.
* Continuous Improvement: Contribute to reviewing existing operations and generating new ideas to identify continuous improvements that enhance operational efficiencies, streamline workflows, or improve customer experience.
* Performance Management: Prioritize workflow and ensure work is completed to required standards of productivity, quality, and timeliness. Use KPIs and performance management systems to improve personal performance.
* Supporting Systems: Utilize customer service supporting systems and tools, such as SAP and Service Cloud, driving efficiencies and providing feedback to contribute to system improvements.
* Time Management: Plan daily, weekly, and monthly activities to ensure business continuity, enhance efficiencies, and improve customer satisfaction. Actively participate in team meetings to align priorities.
* Compliance: Comply with corporate standards, global SHE, and sustainability requirements.
Qualifications
* Deliver an outstanding Customer Service Experience by being fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement.
* Be the single point of contact for current and new customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs.
* Minimum education required: High School Diploma
* 2-5 years of experience in Customer Service, Supply Chain, or Sales
* Experience in customer-facing operations such as Customer Service or Sales
* Knowledge of the order-to-cash process
* Experience with cloud-based solutions (e.g., Service Cloud), ERP systems (e.g., SAP), and IT applications
* Understanding of Supply Chain processes