Customer Service Representative - SAP

For more than 80 years, our client’s engineers and product specialists have partnered with customers to produce highly engineered connectivity and sensing solutions that make a connected world possible. Their focus on reliability, durability, and sustainability exemplifies their commitment to progress. The unmatched range of their product portfolio enables companies, large and small, to turn ideas into technology that can transform how the world works and lives tomorrow.

Role Description:

• Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
• They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about products or services.
• They may promote and sell our company's products or services as well as investigate and resolve customer complaints.
• A key area of focus is to develop strong business relationships via Extraordinary Customer Experience strategy.
• Customer Service Representatives (CSRs) are crucial as they serve as the primary point of contact for both customers and the company.
• They will lead the order-to-cash process, ensuring seamless communication and efficient handling of customer inquiries, orders, and issues.
• Their responsibilities include managing customer interactions, processing orders, addressing concerns, and coordinating with internal teams to ensure timely and accurate delivery of products and services.
• This role is vital in maintaining customer satisfaction and fostering strong, long-term relationships. 

Responsibilities:

• Deliver extraordinary customer experience by providing our customer with world class customer service
• Respond promptly to customer inquiries via phone, email.
• Provide detailed information about products, services, and order status.
• Resolve customer complaints and issues efficiently and professionally.
• Process customer orders accurately and efficiently.
• Track order progress and ensure timely delivery.
• Coordinate with planner, logistics, sales, product management and quality teams to fulfill customer
• Serve as the primary point of contact between customers and the manufacturing team.
• Communicate any changes in order status, delays, or issues to customers promptly.
• Prepare and deliver order confirmations, shipping notifications, and other relevant information.
• Maintain accurate and up-to-date customer records and order documentation.
• Generate regular reports on order status, customer interactions, and other relevant metrics.
• Identify trends and provide insights to improve customer service processes.
• Identify and troubleshoot issues related to orders, deliveries, and product quality.
• Gather customer feedback and suggest improvements to products and services.
• Participate in team meetings and training sessions to stay updated on products and processes.
• Assist in the development and implementation of customer agreement and procedures.

Requirements:

• Any Bachelor’s/ Business degrees or equivalent experience.
• Comfortable with Night Shift.
• SAP knowledge.
• Supply chain knowledge.
• SFDC experience (added advantage).