The role has dual responsibilities to provide superior customer service to both internal and external customers in relation to sales orders and general enquiries via phone and email. You will need to ensure that high standards are maintained in a busy and varied role. Support customer enquiries and order placement via both phone and email to deliver customer outcomes, handle/manage order receiving and invoicing functions. Manage order processing within agreed cycle time.
Ensure accuracy and update customers on open order status. Follow up deliveries and ensure on-time delivery as promised. Prepare shipping documents that require custom clearance. Liaise with technical experts to address warranty and help desk enquiries.
Collaborate with sales, service, technical team, and other internal support functions to resolve and/or escalate customer issues and concerns. Track and manage project orders with internal stakeholders on deliverables. Participate in process improvement projects, SAP system upgrade, etc. a.
Implement the process approach and risk-based thinking. b. Provide the necessary support to fully implement and sustain the QMS. c.
Communicating to the organization the importance of conforming to QMS requirements. d. Ensuring the QMS meets its goals. e.
Engage, direct, and support individuals contributing to the QMS. High school diploma, general education degree, or equivalent More than 5 years relevant experience in customer service/support roles Experience in CRM management and navigation preferred (SAP a bonus) Demonstrated experience working in challenging and technical environments Excellent stakeholder management skills Effective Communication, good verbal and written English communication Exceptional attention to detail and accuracy Strong time management abilities to deliver results
