Your Role:

 

• Resolve customers’ issues in a professional & timely manner and multitasking through multiple computer systems while talking the phone.

• Deliver effortless customer interactions and increase customer retention by applying the principles of Ownership, Follow-up, Attitude, and Solutions.

• Represent the voice of the customer by identifying and capturing customer feedback through direct customer interactions.  Offer proactive solutions to reduce customer effort.

• Execute timely customer communication via phone and email. Provide punctual follow up open inquiries, and quickly identify situations that require escalation.

• Ability to consistently use sound judgment, take initiative and make good decisions to accomplish job duties and maximize customer satisfaction without compromising the company’s integrity.

• Promote and educate customers using eshop/website to obtain invoices, tracking information, place orders, find price and availability and retrieve MSDS/COA’s.

• Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and grammar in written correspondence to customers.

• Efficiently process customer service inquiries and purchase order requests.  Ensure high service levels and process consistency across a multi-site customer contact function.  Effectively manage additional department projects.

• Resolve order issues and systematically document all complaints with regard to status, quantity, package size, product, routing, shipping and billing information, etc.

• Maintain thorough documentation of all customer conversations and actions to support the decision-making process.

• Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.

• Eliminate backorder situations by shipping products from alternate plants, offering different sizes, offering substitute items, etc.

• Ability to achieve excellent call center metrics with regard to availability, number of documents created, error free work, call quality, productivity and dependability goals.

• Confident and proactive in offering support to the team by successfully managing additional special projects.

• Strategic account and sales support for defined list of accounts. Enhance open order management to maximize sales revenue.

• Engage partnership programs with sales, marketing, technical support, SCM, or logistics organizations to provide quality service in Key Account OTC process.

• Check back order status and provide customers with updated status proactively in a timely manner.

• Other tasks assigned by your superior.

 

 

• Who you are:
   
  
  • Bachelor degree
  
  • +1 year of experience in a CS related field
  
  • Excellent communication & listening skills
  
  • An enthusiastic, detail-oriented multi-tasker who has the focus to deal with customer issues and complaints while working in a fast paced and changing environment
  
  • Knowledge of SAP system in Sales and Distribution module is preferred
  
  • Knowledge and experience in Order-To-Cash Management
  
  • Proficient in English and fluent in Korean