Customer Service Representative (NG)
Location:
Co. Clare, Ireland, IE, V14 PN44
Summary
The Customer Service Representative is responsible for maintaining a positive experience for our customers. This position will act as the point of contact on a day-to-day basis, owning the operational relationship with the customer and their duties they perform.
Essential Duties and Responsibilities
- Daily processing of orders in an accurate manner
- Order Management for European based customers
- Responding to customer queries in a timely manner and to the highest standard with an aim to resolve completely first time.
- Resolving order, shipping, returns, credits & invoice queries
- Dealing with customer complaints, escalating to management as appropriate.
- Identifying and communicating resolutions to order delays, missing information, and product availability.
- Responding to inquiries from internal customers, such as commercial and other supply chain teams, regarding order tracking information as well as on-hold, back order and high priority statuses.
- Providing ongoing feedback to drive efficiencies by identification of process gaps and bottlenecks at a customer level.
- Fostering excellent relations with all customers and promoting a professional image of the company
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Work Experience
- Education: Some third level preferred or similar experience
- Languages: Fluency in English, Italian & Spanish required.
- 1-2 years' experience in a Customer Service / Order Management role
- Proficiency with Microsoft Office: Outlook, Word, PowerPoint and Excel
Technical Skills/Physical Requirements
- Experience working within ERP systems.
- Experience with Power BI a plus
- Strong communication (written and verbal), interpersonal, and organization skills
- Experience with customer order entry of industrial products
- Must have the ability to quickly learn Customer Service software applications
- Strong team member, building an environment of trust and inclusivity.
- High attention to detail required
- Ability to work in a fast-paced environment
- Ability to work flexible schedule, extended hours and occasional overtime
- Ad hoc travel may be required to support business requirements