CUSTOMER SERVICE ASSOCIATE IV

About WhiteCrow

We are global talent research, insight, and sourcing specialists with offices in the UK, USA, Singapore, Malaysia, Hong Kong, Dubai, and India. Our international reach has helped us to understand and penetrate specialist markets at a global level. In addition to this, our service is also extended to complement our client’s in-house talent acquisition teams.

About our client

For more than 80 years, our client’s engineers and product specialists have partnered with customers to produce highly engineered connectivity and sensing solutions that make a connected world possible. Their focus on reliability, durability, and sustainability exemplifies their commitment to progress. The unmatched range of their product portfolio enables companies, large and small, to turn ideas into technology that can transform how the world works and lives tomorrow.

About the role

• Clients Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales and post-sales service functions.
• They take and process transactions via phone, internet, and correspondence from customers and respond to inquiries about Clients products or services.
• They may promote and sell our companys products or services as well as investigate and resolve customer complaints.
• A key area of focus is to develop strong business relationships via Clients Extraordinary Customer Experience strategy.
• This position is the central point of contact for various accounts regarding all daily operational requirements from inquiry and pre-orders needs through all post-order activities.

As a Customer Service Associate IV, you will be responsible for...

• Extraordinaire Customer Experience (ECE) and Customer touch point On-going efforts to drive ECE by interacting professionally with our internal and external customers. KPI’s are STR, CES, FCR, and efficiency.
• Satisfaction Management Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys.
• Metric - NPS/Transactional Survey.
• Customer Relationship & Satisfaction.
• Central point of contact for Customer on all daily inquiries and providing timely follow up and resolution of issues and inquiries.
• Proactive communication to Customer and liaising with parties to come up with solutions for open and upcoming matters.
• Customer visits might be required.
• Seeking regular informal and formal feedback via transactional surveys or via phone and e-mail during daily communications.
• Managing Service Delivery Process/Execution
• Managing escalations for your customers.
• Reviewing quote and ordering requirements, creating scheduling agreements, clearing blocks, workflows daily, monitor critical shipments, backlog management.
• Following up on quotes and quality issues.

Manage Interfaces & Build Service Culture

• Acting as voice of the Customer for internal support departments.
• Participating in development training and process improvement projects to expand and challenge learning new ideas and processes.
• Taking ownership for actions and follow through on tasks until resolved.

What you already have...

Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Good working knowledge of English, Action Oriented, Detail Oriented and Business Acumen, minimal bachelor’s degree. SFDC (salesforce) is a big advantage.

• All candidates are required to be fluent in English.
• Flexibility to work in US shift hours (6 pm to 3:30 am).
• Education Experience: Any Graduation/Post Graduation.
• Employment Experience: 6+ years.
• SAP experience preferred (SD module).
• Should be from Product based company (Manufacturing Industry).
• Should have complete knowledge on Quote To Cash process.