DUTIES AND RESPONSIBILITIES: Resolve or escalate customer requests and inquiries to provide an accurate solution.
Route customer requests or inquiries to the appropriate team internally or the support structure externally (Distributors) according to the business strategy (Tiering).
Resolve issues or inquiries reported on the web via chat (AMER only).
Partner with stakeholders such Manufacturing, Trade Compliance, Finance among others by leveraging operational expertise to complete sales team and end customer requests.
Process customer?standard and non-standard?orders and quotes transactions?from multiple sales channels (Phone, E-Mail) with consistent speed and accuracy.
Provide requests status on multiple channels (Written and verbal).
Provide feedback on existing processes and activities that promotes improvement and documentation improvement of our knowledge-based center.
Complete escalation requests for nonstandard commercial terms and processes.
Take part in administrative and project like tasks (Support to project teams).
Support SMEs during the onboarding and mentoring period for new joiners.
Partner up with Account Operations Managers and Opportunity Operations Managers on Sales Opportunities and Account management tasks.
COMPETENCIES: Build a Culture of Trust Execution/ Driving Results Decision Making Customer Focus Continuous Improvement Mindset Change Management EDUCATION: Bachelor's degree preferably in technical, business fields or applicable experience? in shared service center environments.SKILLS AND SPECIFICATIONS: Basic Qualifications Possess an analytical, problem solving, and self-starter mindset Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed.
Proficient in computer usage MS office skills? Effective time management skills.
Effective in building and influencing? Work effectively in an ambiguous environment? Outstanding communication skills Advanced English level to ensure excellent reading, writing, and verbal communication skills.
Understanding?of KCS methodology or other knowledge management?methodologies.
Preferred Qualification Between 2-3 years of experience in Share Service Centers.
Experience within a Sales/Operational function?.
Expertise in Account Management and differentiated account treatment strategy.
Project management?.
Sales experience.
Experience working with various geographies and functions?.
Experience supporting a field sales organization including the use of CRM tools and processes.
#L1-YT1
