Job Description

Job Title: Customer Service Representative

Pay Rate: $25 to $28/Hr

Duration: 3 Months

Location: Westlake, OH (Hybrid - Mon to Wed Onsite, Thur & Fri remote)

Shift: 8 AM to 5 PM

We are looking for a Customer Service Representative to deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey and collecting feedback to drive continuous improvement. Be the single point of contact for current and new clients' customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs.

• Accountable for customer-facing activities/customer experience, acting as a single point of contact for customers, adopting a customer-centric mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive & professional demeanor).
• Run OTC and Customer Service Management , focusing mainly on customer interaction-related activities ( in/outbound )
• Voice of Customer: Contribute to the understanding of customer segments , trends, needs, and expectations by reporting and providing feedback on client interactions. Build customer trust & relationships by supporting supply, commercial & application inquiries, collecting feedback, and identifying opportunities to drive customer satisfaction, including regular visits.
• Customer Relationship Management ( CRM ) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions.
• Customer Service Experience Operations: Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimize disruption & downtime.
• Supporting Systems: Utilize customer service supporting systems and tools ( SAP & Service Cloud ), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).

Requirements:

• Minimal education required for the position: High School Diploma
• Minimal work experience required in years: 2-5 years of experience in Customer Service / Supply Chain / Sales
• Customer-facing operations (i.e., Customer Service, Sales)
• Order to cash process knowledge
• Cloud-based solutions (i.e., Service Cloud ) / ERP systems (i.e., SAP ) / IT applications
• Must have SAP ( SAP92) and Service Cloud experience/Knowledge
• Supply Chain understanding

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