Lead Customer Service Representative

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Position Objective

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 Care Representative has the primary responsibility for ensuring that all customer requirements are completely met.

Essential Functions

• Support to develop team members as a senior team member.
• Handle telephone calls from customers/dealers/internal colleagues authoritatively.
• Fulfill the order transactions - Process quotes, orders, returns, replacements, Credits and debits accurately and timely.
• Respond optimally and efficiently to customer inquires within 24 hours ranging from orders, product availability, pricing, shipping, billing (invoices, credits and debits), documentation (proof of delivery, terms of contracts etc), marketing promotions and sample requests.
• Handle customer complaints, logs the complaint data in system and following through to ensure complete closure within agreed time frame.
• Resolve problems through analysis of situations and experience to resolve the best use of approach and resources. Raise issues appropriately to ensure prompt resolution.
• Review all open sales orders and backlog; follow up with relevant supply sites to ensure timely shipments.
• Work with planners to expedite orders outside standard lead times. Inform customers of product delinquency and proposed recovery dates.
• Support sales team with excellent communications.
• Cooperate with functional teams in efficient working way.
• Review individual key performance indicators and ensure all measures are met.
• Contribute to team effort by accomplishing related results as needed.
• Execute in compliance with business policies and procedures.
• May be required to perform other related duties as required and assigned.

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• Requires a University graduate. Preferably in SCM, Trade, English or Life Science majors.
• Minimum 2+ years working experience in Customer Service Department
• Knowledge of Oracle or SAP ERP system will be an added advantage.
• Proficient in English is preferable.

• Is customer-centric and keenly aware of markets, trends and competitors
• Is tenacious, decisive, nimble and quick
• Anticipates needs and problems while creating solutions
• Demonstrates a sense of urgency, contagious optimism and a "can do" attitude

• Is strategic, astute and forward-thinking
• Is curious, inquisitive, innovative, never satisfied with the status quo
• Greets challenge and change as opportunity
• Has courage and confidence to take risks and learn from mistakes

• Is authentic, visible and leads by example, holding self and others accountable
• Encourages, motivates and collaborates with others
• Stretches across borders, breaks silos and builds effective partnerships with customers and colleagues
• Embraces and leverages diversity of culture and thought