DESCRIPTION

Job Summary:

The first point of contact for low to moderately complex customers regarding order entry, order modification, and general inquiries to ensure orders are processed on time.

Key Responsibilities:

• Manage first-call resolution for customer orders and inquiries with minimal supervision.
• Handle a high volume of incoming routine customer communications (via phone and email) for order entry, FAQs, and common inquiries.
• Process customer orders accurately within required deadlines using the order management system.
• Compile and distribute export and shipping documentation to facilitate timely order processing.
• Publish confirmations and notifications to customers, including order acknowledgments, shipment notifications, tracking details, and invoices.
• Refer customers to published materials or secondary sources, or escalate inquiries to the appropriate level of customer support.
• Collaborate with higher-level support to resolve challenging inquiries and complaints, maintaining ongoing communication with customers.
• Maintain accurate records of internal and external interactions in the relevant database/system.
• Prepare and distribute standard internal and customer reports.
• Support team goals and initiatives to enhance proactive customer support.
• Identify and communicate areas for process improvement to the Supervisor.

• Communicates Effectively: Delivers clear, multi-mode communications tailored to different audiences.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Drives Results: Achieves consistent outcomes, even under tough circumstances.
• Self-Development: Actively seeks growth opportunities through formal and informal development channels.
• Customer Support: Understands proactive customer support interactions at each phase of the order lifecycle to ensure customer satisfaction.
• Order Life Cycle Knowledge: Demonstrates understanding of end-to-end order processes, terminology, and collaboration needed to fulfill customer orders.
• Order Processing: Manages order processing steps, including receipt, exception handling, and resolution to meet customer requirements.
• Values Differences: Recognizes and appreciates the value of different perspectives and cultures within the organization.

• High school diploma or equivalent secondary education certification.
• Compliance with export controls or sanctions regulations may require licensing.

• Minimal or no prior work experience required.

• Availability to work rotational shifts, primarily from 5 PM to 2 AM for North American operations.