Customer Service Executive with Russian
WarszawaCustomer Service Executive with Russian
Warszawa
NR REF.: 1151143
The role incumbent is responsible for the handling, management and successful completion of customer orders from all channels and Product/Business Sectors, ensuring entry into the relevant system within agreed timescales and to advised criteria, promised delivery dates and customer purchase order fulfilment requirements.It includes meticulous and correct handling of controlled substance inquiries and orders, following the existing guidelines when applying for import permits or export licenses, handling of products that fall under the “commodities control act”, close cooperation with authorities as well as our controlled substance team, and compliance team.The required outcome is continuity of the highest level service experience for customer managed orders from the point of order entry to delivery and payment.
Warszawa
NR REF.: 1151143
The role incumbent is responsible for the handling, management and successful completion of customer orders from all channels and Product/Business Sectors, ensuring entry into the relevant system within agreed timescales and to advised criteria, promised delivery dates and customer purchase order fulfilment requirements.It includes meticulous and correct handling of controlled substance inquiries and orders, following the existing guidelines when applying for import permits or export licenses, handling of products that fall under the “commodities control act”, close cooperation with authorities as well as our controlled substance team, and compliance team.The required outcome is continuity of the highest level service experience for customer managed orders from the point of order entry to delivery and payment.
- Key Responsibilities
- To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high quality image and standards provided by company.
- To ensure that all customer orders received are entered correctly into the IFS system (or local system if not connected to IFS) on the day of receipt or within agreed timescales for order type and that the customer receives an email notification on release of the order.
- To provide help and advice to customers regarding their orders and ensure On Time In Full (OTIF) delivery targets are and customers informed of any delays in advance.
- Comunicating courteously with customers by telephone, email and Service Cloud ensuring queries outside the remit of order entry or your level of expertise are escalated to the appropriate team.
- To be responsible for the daily management of Service Cloud Case ensuring tasks are dealt with and or escalated to ensure response times are wiithin agreed KPI timescales.
- To run end of day check reports on IFS to ensure that all incoming orders and orders created have been processed to released status and resolve any problem orders.
- To ensure that the agreed promised delivery dates to customers are maintained and that changes are relayed to the customer prior to the delivery date with notes maintained on IFS to ensure communication lines and history.
- To improve back order management and up-dates to customers by monitoring and chasing LCELO and or suppliers on product delays.
- To register customer complaints by logging into the Service Cloud (or local) Complaint System and ensure the KPI reporting is maintained and issues escalated to the Manager.
- To process RMA’s (Return Material Authorisations) and issue refunds/credit notes or compensation to customers to agreed values as determined by the Manager.
- To communicate closely with field sales personnel to ensure they are kept in the loop with matters arising regarding their customers and to provide customer feedback.
- To enter new account information into IFS and add new delivery and contact requests as may be required to complete orders ensuring company protocols for data entry are followed.
- To escalate requests for service delivery reports from customers both internal and external to the appropriate Manager.
- To ensure that the company IFS processes for LCELO and the supply chain from other sources are followed in line with set guidelines as determined by the Operations team.
- Taking responsibility for ensuring that customer expectations are exceeded against response KPI’s.
- To learn about company products and services and keep up-to-date with changes
- Person Specifications
- Good level of Polish if not Mother Tongue. Written and oral
- Good level of Russian
- Good level of English if not Mother Tongue. Written and oral.
- Experience of working in a sales support environment with order entry exposure.
- Excellent telephone manner and communication skills.
- Team Player, supportive of colleagues.
- Experience in using ERP systems such as SAP, ORACLE, SAGE etc..
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