Customer Order Service Representative
AkzoNobel
مجموع سنوات الخبرة :13 years, 7 أشهر
• Receiving, processing and following up orders.
• Agreeing delivery dates, transport and packaging matters with customers.
• Creating quotations (offers/contracts) and price lists in cooperation with the Sales Team.
• Preparing pick and delivery notes for dispatches and liaise with warehouse staff.
• Checking / maintaining customer master data (payment conditions and contact details).
• Ensuring all customer related / auditable documentation is secured and filed on a daily basis
• Serving as communication link between customers and sales staff.
• Improving OWC (operating work capital) in cooperation with Sales Manager, Credit Control and customers.
• Writing internal and external correspondence according to instructions of the Sales Manager.
• Sending product information to customers (product data, material safety data, sales specifications).
• Providing vacation cover for other colleagues in other business
• Own and manage the client relationship: resolving calls efficiently and effectively by follow up with the Clients.
• Ensure service level agreements are met and maintained.
• Work as part of a team to ensure offering world-class Customer Service at all times.
• Monitor and score inbound calls taken by Call Center Agents.
• Performs call monitoring and provides trend data to management Level.
• Analyze the performance of the Agents.
• Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
• Meeting service level in handling all transactions measured through productivity reports.
• Maintains customer records by updating account information.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed.
• Own and manage the client relationship: resolving calls efficiently and effectively.
• Ensure service level agreements are met and maintained.
• Work as part of a team to ensure offering world-class Customer Service at all times.
• Be proactive in regards to the improvement of processes and procedures.
• Communicate positively with all involved parties in order to facilitate customer's
reception of the expected distinguished service.
• Create and promote an environment that fosters both individual and team advancement
to ensure the outstanding delivery of customer service.
• Meeting service level in handling all transactions measured through productivity reports.
• Accuracy in handling all assigned tasks.
• Handle all Technical Queries (IOS, BlackBerry, Dongles, Androids)
• Monitor and score inbound Call for Technical support Teams.
• Assists office staff in maintaining files and databases.
• Prepares reports, presentations, memorandums, proposals and correspondence.
• Assigns jobs and duties to office staff as needed.
• Monitors office operations.
• Schedules appointments and meetings for executives and upper level staff.
• Manages staff schedules.
• Tracks office supply inventory and approves supply orders.
• Assists in the preparation of department budgets and expenses.
• Supervises all administrative personnel.
• Coordinate work flow.
• Maintain procedures manual to ensure consistent performance of routines.
English Department : Language and Translation Section –-2010.