Assistant / Deputy Manager

Job Description

• Display good communication skills in influencing and Leadership skills in delivering good partner and customer experience while interacting with the internal teams and customer.
• Manages customer orders from inception to close; provides pricing and delivery information; enters orders into SAP, confirms orders and delivery dates and follows up on all customer orders and inquiries while adhering to standard operating procedures.
• Generates invoice corrections, submits corrective action requests and processes return authorizations.
• Maintain accurate customer records and update CRM systems with relevant information.
• Support, collaborate effectively with multiple teams across the business and communicate with the customers efficiently to deliver consistently high levels of service.
• Identify and escalate complex issues to appropriate departments while maintaining ownership until resolution.
• Collaborate with various teams across the business in identifying and giving resolutions to support tickets raised.
• Work independently and as part of the Customer Support team handling multiple projects simultaneously from start to finish
• Provide efficient and effective service to customers, ensuring all internal KPI's are monitored and met. And that the question of the customers is answered politely or expectations are managed.
• Take full ownership and accountability of the customers, to ensure that their enquiry is fully answered or if appropriate escalated to the relevant department or partners
• Champions continuous improvement to drive efficiency and productivity through recognizing areas of potential improvements to enable a more efficient way of working.
• Correctly and systematically use all systems / tools and support provided by the organization according to the situations encountered in order to advise and service the customers.
• Prior experience in customer service and sales
• Ability to put yourself in the shoes of the customer and see the whole journey
• SAP (or other ERP systems) and Salesforce experience a plus.
• Shows the ability to liaise across a wide range of people and roles including management, partners and customers
• Ability to trouble basic technical issues
• When encouraged, I can think 'outside of the box' and courage to challenge the 'norm'
• Strong attention to detail
• Strong written communication skills
• Shows ability to work under pressure
• Good track record in a fast- paced environment
• Adapts to change and prepared to learn from others
• Flexible and adaptable with a 'can do' attitude
• 9x5 work environment – Rotational shifts as per Geo served – US and EMEA
• Passion for customer service & great listening skills.
• Strong problem-solving skills
• Excellent time management
• Confident and articulate.
• Results driven and self-motivated
• Typing speed minimum 30 wpm

Qualifications

Skills Required

Salesforce, Sap, Netsuite, Oracle, Microsoft Excel