SUMMARY OF RESPONSIBILITIES:
The role will oversee the entirety of the customer's experience.
You will be the point of contact in charge of building personable relationships that provide customer excellence, ensuring a quality service from enquiry to delivery.
You will be managing customer relationships and partnering with regional Sales teams to provide the customers the most effective service outcome.
REPORTS TO: Customer Experience Supervisor.
PRIMARY DUTIES & RESPONSIBILITIES:
* Pro-actively support and assist RSM (Regional Sales Manager) for all managed accounts.
* Develop and maintain excellent customer relationships.
* Assist customers in both selection and application of products.
* Accurately process orders received by mail, phone, fax, email, etc.
* Respond to customer inquiries pertaining to pump quotations, spares orders, and prices.
* Assist customers, internal and external, with the selection of parts required in product repair.
* Sales lead generation as required.
* Assist in processing tenders and product quotation documentation as required.
* Support the Operation to ensure on-time delivery is met and the customer is satisfied.
* Receive and resolve customer complaints to achieve customer satisfaction.
* Handle requests for replacing defective parts and issues “Return Materials Authorisation (RMA).”
* Manage warranty claims through in-house warranty process and look to continually improve the process for customer satisfaction.
* Demonstrate knowledge of spare parts, products, and services offered with an ability for continuous development.
* Coordinate Godiva’s shipping requirements, including preparation, document handling, and liaison between parties to ensure that products reach our worldwide customer base on time.
* Provide technical assistance via internal channels to support both external and internal customers, supplying primary contact for the exchange of technical assistance and information. This support may vary from product selection or application guidance to operational troubleshooting for our products.
* Record voice of the customer (complaints, compliments, feedback) in a CRM program.
* Generate credit memos through in-house process.
* Escalate technical support requests to Product Managers, Engineers, and others.
* Provide customers with product advisories, announcements, or other technical data to increase customer satisfaction and drive the customer experience.
* Conduct product warranty investigations and request the issuance of credit memos as needed in accordance with ISO 9001 procedures.
* Develop and adhere to Standard Operating Procedures in compliance with Quality and ISO standards.
* Process daily shipment documents both domestically and internationally in line with export compliance standards.
* Participate in all training and meetings as requested.
* Ensure adherence to company policies and procedures.
* Meet all agreed SLA’s and KPIs ensuring plan of actions where performance falls below agreed standards.
* Other duties as assigned.
This job description is neither exhaustive nor exclusive and may be reviewed in the future depending upon operational requirements and staffing levels.
Criteria for Customer Account Associate
Qualifications / Education / Knowledge
* GCSE level and 2-3 years of customer service, Account Management and/or technical support work experience required.
* Proven success at providing best in class customer service.
* Mechanical and/or Technical knowledge.
Experience
* Customer service focused with a proven track record of success.
* Effective time management skills with the ability to prioritize.
* Strong interpersonal skills and effective team player.
* Meeting and exceeding departmental KPI’s.
* Experience gained in manufacturing and/or fire industry, within a customer service or technical support function.
* Excellent knowledge of Microsoft Office software.
* Experience using CRM systems (Salesforce, Dynamics).
* Experience reading technical/engineering drawings.
* Worked alongside/or in sales.
Abilities
* Demonstrating customer focus.
* Excellent organisational skills and attention to detail.
* Familiarity with Oracle/JDE systems.
* Demonstrated commitment to continuous improvement.
* Effective problem-solving skills.
* Shows initiative and displays a sense of urgency.
* Excellent interpersonal skills.
* Continuous learning and self-development.
* Bi-lingual.
* Team player with a can-do attitude.
* Communicates effectively with all key stakeholders internally and externally.
* Able to multitask by adjusting and shifting priorities demonstrating flexibility.
* Able to up-sell and cross-sell Godiva products as and when the opportunities arise.
Circumstances
* Flexibility in working hours expected.
Variation to Job Description
Godiva reserves the right to vary the duties and responsibilities of its employees within the general conditions of pay and conditions and employment related matters. Thus it must be appreciated that the duties and responsibilities outlined above may be altered as the changing needs of the business may require.
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