JOB SUMMARY

The Customer Service Specialist attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare emails and fulfill customer needs to ensure customer satisfaction.

Will resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Contribute to team effort by accomplishing related results as needed

Manage large amounts of incoming calls

Will apply & evaluate standardize, document and implement improvements to business processes used in all aspects related to the Customer & Sales Support team.

In addition, he/she is responsible to keep up to date KPI’s and Standard Operating Procedure documentation for C&SS Operations.

The Senior Customer Specialist develops a strong understanding and knowledge of Oracle and sf.com systems and reporting tools, modules and methodologies as well as internal processes to recommend process improvements, training and communication to internal and external customers. The Senior Customer Specialist provides administrative and analytical support for sales organization and top management to ensure contract compliance and optimization; interfaces directly with relevant Department (Sales Forces, Sales Operations, Supply Chain, Customer Service, etc….)

ESSENTIAL DUTIES

Duties are listed in order of greatest importance. The incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs.

Enter Responsibilities/Essential Duties

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Providing support to Department/team’s leader in ensuring operational efficiency

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Building partnerships with process owners within and external to the European Customer & Sales Support Department so that business initiatives are aligned, solutions are optimized and implementation achieves desired outcomes.

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Preparing and delivering reports, recommendations or alternatives for improving processes

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Quantifying the impact of improvements to prioritize ideas and track results.

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Implementing controls to monitor processes and ensure they remain efficient and effective, including identifying critical metrics, reporting and documentation of new process flows.

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Providing regular updates of progress to process owners to ensure an ongoing partnership.

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Developing and implementing operating standards to increase and measure productivity

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Guiding and performing business analysis activities (data cleansing and normalization, procedure documentation, etc)

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Management of Salesforce.com, optimization of its application and use cross-functionally

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Preparing and leading workshops with process stakeholders

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Acquiring and maintaining an understanding of business functions and processes and develops an expertise in its workflows and outputs.

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Providing analytical support for sales and operations organization and top management

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Keeping up to date standard operating procedures documentation for CSS operations

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Coordinating and managing projects as directed.

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Communicating process changes, enhancements, and modifications

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Adheres to and follows Client policies and procedures and applies function related SOX requirements and use tools such as Agile and Oracle.

QUALIFICATIONS

EDUCATION

Education Level

Education Details

Required/Preferred

Bachelor's Degree

Required

EXPERIENCE

Experience Level

Experience Details

Required/Preferred

5 years

Minimum 4 years of experience in Contract Service, Sales administration, Customer Service or Logistics

Required

1 year

Experience in business analysis/project management

Required

1 year

Extensive experience improving transactional processes

Preferred