Lead Customer Service Representative

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

This position is responsible for establishing and maintaining positive relationships with customers/dealers on behalf of the company by taking complete responsibility for each customer contact, and providing high quality of customer service and support. The Lead Customer Excellence Representative has the primary responsibility for ensuring that all customer requirements are completely met.

Responsibilities

• Fulfill the order transactions - Process quotes, orders, returns, replacements, Credits and debits accurately and timely (Oracle&SAP).
• Respond effectively and efficiently to customer inquiries from orders, product availability, pricing, shipping, billing (invoices, credits and debits), documentation and sample requests. Handle customer complaints, logs the complaint data in system and following through to ensure complete closure within agreed time frame.
• Cooperate with functional teams in efficient working way.
• Implement in compliance with business policies and procedures.
• Contribute to team by reviewing company's revenue.

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• Minimum 2+ years of work experience in customer excellence or customer service
• Knowledge of Oracle or SAP ERP system will be an added advantage.
• Excellent skill levels in MS Office, especially Excel
• Excellent telephone manner and customer service
• Understanding of order processing, commercial administrative and invoicing systems
• Intermediate English skill