Customer Service Executive

Job Description

• Maintains customer satisfaction by providing problem-solving resources
• As problem areas for customer service are identified, engages the Customer Service Lead to agree priorities and then engage customer services team to address these areas and make the planned changes quickly and effectively
• Support the customer service department team by assessing to continually improve processes and outcomes
• Achieves customer service objectives by contributing customer service information and recommendations to regional plans and reviews; preparing and completing action plans; implementing customer-service standards; resolving problems; completing audits
• Updates job knowledge by participating in educational opportunities in the regional team and in professional organizations
• Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently. Provide guidance on how to escalate complaints / disputes within the organization

Specific Tasks

• Prepare the daily operations of the customer service team
• Plan, prioritize tasks to ensure proper functioning of the department
• Review customer complaints
• Track customer complaint resolution
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• Co-ordinate and manage customer service projects and initiatives
• Attend regular meetings with department staff to discuss expectations
• Coordinate with sales departments, demand planning and warehouse operations team to incorporate customer requirements in respect of order and delivery to increase customer satisfaction
• Prepare the preparation of reports and statistics related to the customer service functions like DTS (Days to Sell), Fill Rate, Customer Service Level and Return Ratio for upper management
• Manage stock replenishment of the Free Standing Stores (currently 84 stores but increasing) from local and Regional Warehouses
  

  Job Description

• Maintains customer satisfaction by providing problem-solving resources
• As problem areas for customer service are identified, engages the Customer Service Lead to agree priorities and then engage customer services team to address these areas and make the planned changes quickly and effectively
• Support the customer service department team by assessing to continually improve processes and outcomes
• Achieves customer service objectives by contributing customer service information and recommendations to regional plans and reviews; preparing and completing action plans; implementing customer-service standards; resolving problems; completing audits
• Updates job knowledge by participating in educational opportunities in the regional team and in professional organizations
• Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently. Provide guidance on how to escalate complaints / disputes within the organization

• Specific Tasks

• Prepare the daily operations of the customer service team
• Plan, prioritize tasks to ensure proper functioning of the department
• Review customer complaints
• Track customer complaint resolution
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• Co-ordinate and manage customer service projects and initiatives
• Attend regular meetings with department staff to discuss expectations
• Coordinate with sales departments, demand planning and warehouse operations team to incorporate customer requirements in respect of order and delivery to increase customer satisfaction
• Prepare the preparation of reports and statistics related to the customer service functions like DTS (Days to Sell), Fill Rate, Customer Service Level and Return Ratio for upper management
• Manage stock replenishment of the Free Standing Stores (currently 84 stores but increasing) from local and Regional Warehouses

Qualifications

• University Degree
• 3-4 years experience
• Strong organizational and analytical skills with attention to detail.
• Excellent problem solving, organizational, prioritization and time management skills.
• Excellent project management and multi-tasking skills.
• Team player, able to build, foster and nurture relationships with members of cross-functional teams and outside of organization.
• Excellent communication and interpersonal skill and need to have energetic, positive, “can do” approach
• Fully proficient and experienced with Windows Office, Excel and Outlook and computer applications.

Job: Customer Service
Primary Location: Europe, Middle East, Africa-TR-34-ELCA KOZMETIK MERKEZ OFIS
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 216545