Customer Service Assistant (UKI2) (2221)

SUMMARY: The Customer Service Assistant is responsible for processing customer orders and other sales focused support to the customers. They must formulate positive relationships with customers, employees, and vendors while supporting various departments within the company.

DUTIES & RESPONSIBILITIES:

Responsibilities include, but are not limited to:

• Communicate with customers by telephone or email to provide information about products and order statuses.

• Keep records of customer interactions or transactions; record details of inquiries, complaints, or comments, as well as actions taken.

• Review customer purchase orders to assess requirements.

• Process and maintain customer purchase orders (e.g., order entry, etc.) inputting in ERP.

• Interact with the different positions in the warehouse as well as with other functions such as Customer Service and Quality to ensure that orders are resolved in an acceptable time frame.

• Liaise with freight forwarders regarding collection of customer orders Including obtaining proof of export and confirmation of end destination for exported orders.

• Prioritize orders with issues based on required ship date and help determine whether orders can proceed without additional input.

• Review and action open orders that are pending resolution. Performs research in ERP to potentially resolve order issues.

• For all critical orders, ensure timeliness of shipment through internal coordination and liaison with other functional stakeholders.
• Resolve customer claims with functional departments (Accounting, Quality Assurance, etc.), Credit & Rebill, RMA process, determine root cause, recommend and implement corrective actions.
• Assist the Customer Service team with administrative, technical, and clerical support.
• Establish and maintain a trusting, positive and profitable relationship between the customers and the Company.
• Provide additional support for other departments with accurate and timely information to ensure customer expectations are met in an effective and professional manner.
• Other duties as assigned.