Customer Service Representative

Volks Resources

Job Title: Customer Service Representative

Duration : 6 Months Contract

Work Location: 648 Couch Ville Pike Building A Suite 100 Wilson Commerce Center, Mount Juliet, TN 37122

100% onsite 8am-5pm

Basic Function:

Customer Service encompasses the administration of customer service programs and can include technically trained individuals working directly with customers. It also consists of the development and implementation of proactive programs responsive to customer requirements and includes the co-ordination of investigations of complaints and assisting to achieve equitable solutions.
Under general guidance of supervisor or more experienced engineer, perform various proposal and cost estimating duties requiring the exercise of judgment and application of established practices. Pursue initiatives to improve effectiveness of the group and increase customer satisfaction.

Typical duties/responsibilities

Independently solves the most complex customer support issues.
Ensures the resolution of customer issues by coordinating with Sales, Operations, Supply Chain Management, Feeder Factories, and other internal and/or external teams.
Recommends appropriate solution for customer requests, and coordinates with the related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, invoice, etc.) is in place.
Keeps the customers proactively informed on the issue status based on the inputs received and clarifies their doubts.
Ensures a positive customer experience throughout the entire process.
Prepares and analyzes regular statistics (e.g., forecast) using available tools and collecting additional relevant information.
Tracks regular sales performance against the target and shares insights with the management.
Monitor and develop the strategy to ensure 100 % ROTD
Provides guidance to less experienced customer support colleagues
Proactively identify fulfillment issues and communicate them to customers. Work with PMM or Engineering to provide alternate materials if possible.

For them to convert to perm the role has the following requirements

Preferred bachelor's degree in engineering, Business Administration, or related field with 6+ years relevant work experience in the following:
Incoterms knowledge, customer experience success, project execution, and supply chain.
Will consider associate's degree in engineering, Business administration or related field with 8+ years relevant work experience or HS diploma with 10+ years experience.
The key experience for the role (temp or perm) is SAP.
To succeed they really need a background in SAP for ERP and if they have used Sales Force for CRM it would be a plus.

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Vacancy posted 4 days ago

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