High school diploma or Equivalent Required Qualifications/Skills/Experience
2-5 years of experience in Customer Service, Supply Chain, or Sales
Customer-facing operations experience, such as Customer Service or Sales
Knowledge of the Order-to-Cash (OTC) process
Experience with cloud-based solutions, such as Service Cloud, ERP systems, such as SAP, or other IT applications
Understanding of Supply Chain processes
Ability to provide a customer-centric experience and manage customer interactions professionally
Ability to collaborate effectively with internal departments and functions
Ability to prioritize workflow and complete work according to required standards for productivity, quality, and timelinessCustomer Service Operations Overview
Deliver an exceptional Customer Service Experience (CSX) by being accountable for the end-to-end customer journey and collecting feedback to support continuous improvement
Serve as the primary point of contact for current and new customers while collaborating with relevant internal departments to meet customer expectations and needs
Manage customer-facing activities, Order-to-Cash (OTC), and Customer-Service-Management (CSM) processes, with a focus on customer interactions
Support customer relationships by addressing supply, commercial, and application inquiries, identifying opportunities to improve customer satisfaction, and maintaining accurate CRM data
Collaborate with Customer Service Experience (CSX), Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain teams through systems such as Service Cloud and SAP
Contribute to customer experience initiatives, continuous improvement, operational efficiency, and performance managementJob Duties
Act as a single point of contact for customers and maintain a customer-centric mindset in day-to-day interactions
Set and meet customer expectations while providing a positive, professional, and stress-free experience
Run Order-to-Cash (OTC) and Customer-Service-Management (CSM) processes, focusing primarily on customer interaction activities, including inbound and outbound communications
Contribute to the understanding of customer segments, trends, needs, and expectations by reporting on and providing feedback from customer interactions
Build customer trust and relationships by supporting supply, commercial, and application inquiries
Collect customer feedback and identify opportunities to improve customer satisfaction, including through regular customer visits
Enter relevant customer information into the Customer Relationship Management (CRM) system after each customer contact
Create call plans, maintain quality customer data, support customer retention and business development activities, and schedule follow-up actions
Provide quality customer service while identifying opportunities to secure new business or support customer retention
Handle customer cases and complex queries to minimize disruption and downtime
Collaborate closely with internal partners and functions, including CSX, Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain
Use Service Cloud to align priorities between customer expectations and Supply Chain capabilities
Monitor and ensure delivery of commitments made by other functions
Support implementation of customer experience initiatives, tools, and processes, including customer experience testing
Differentiate service for customers according to customer segmentation, service levels, and customer satisfaction levels
Review existing operations and generate ideas for continuous improvement
Identify opportunities to enhance operational efficiencies, streamline workflows, and improve the customer experience
Prioritize daily workflow and ensure work is completed according to required productivity, quality, and timeliness standards
Use KPIs, performance management systems, and reports to improve personal performance
Utilize customer service supporting systems and tools, including SAP and Service Cloud
Only those lawfully authorized to work in the designated country associated with the position will be considered.
Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

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Customer Service Operations Specialist Order-to-Cash & Supply Chain