Customer Service Assitant Specialist

CHEP

Position Purpose :

As the first point of contact for incoming calls regarding customer enquiries and complaints, the role involves owning and resolving the queries as quickly and effectively as possible. Deal with in depth and complex issues in a competent and professional manner.

Major/Key Accountabilities :

• Professional and courteous answering of all incoming calls/e-mails
• Prompt and efficient follow-up of customer queries & service requests. 
• Liaise efficiently with Field, Commercial and Customer Service teams,Control and maintain the accuracy of customer invoicing, work closely with the Finance teams regarding the pricing
• Ensure the investigation and resolution of customer enquires with minimal delay, where there is a delay of more than 48 hours the customer is to be communicated with at all times,React positively to problems identified and undertake root-cause analysis,
• Take preventive action to ensure customer satisfaction maximised,
• Maintain regular contact with field teams and provide analytical data and support on specific account queries,
• Continuous communication with Participating Distributors regarding stock and declarations through 
• MyCHEPWork in line with other functions.(i.e. Logistics regarding deliveries to customers),Record and track Customer complaints regarding quality issues,
• All correspondence must be in a professional and businesslike manner,
• Correspondence with the customer should always maintain a standard that reflects clarity of understanding,Import data from various sources of CHEP software systems (SAP, BW, Salesforce) to resolve credit equipment balances or issues on customer accounts to improve revenue,
• Educate customers about terminology, features and benefits of products i.e. 
• MyCHEP in order to improve customer satisfaction.Run required reports and participate analysing them regarding customers account statusMonitor cash collection status

Experience :

• 1-3 years’ experience sales & customer service in a service company where analysis and attention to detail was a key success factor,
• Business data analysis and account reconciliation,
• Having worked in a Customer Service Team environment that solely focuses on investigating and analysing data to resolve issues,
• Direct customer liaising,

Skills and Knowledge :

• Excellent analytical skills and detail oriented
• Able to effectively handle and manage a high degree of multiple tasks
• Creative problem solverStrong sense of customer satisfaction
• Time management skills
• Excellent telephone manner
• Self-motivated, results driven, have negotiation skills
• Salesforce & BW & SAP user
• Team player with the ability to work on own imitative and autonomously
• Advanced level of Excel knowledge

Languages:

Essential

Turkish and English