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RI
Rose International
Customer Service & Order Management Specialist (SAP ERP)
Job Description
Required Education
- High School Diploma or EquivalentRequired Qualifications/Skills/Experience
- 2-5 years of experience in Customer Service, Supply Chain, or Sales
- Experience in customer-facing operations, such as Customer Service or Sales
- Knowledge of the Order-to-Cash (OTC) process
- Familiarity with cloud-based solutions, such as Service Cloud, ERP systems such as SAP, and other IT applications
- Understanding of Supply Chain operationsOverview
- Deliver an exceptional Customer Service Experience (CSX) by taking full accountability for the end-to-end customer journey and collecting feedback to drive continuous improvement
- Serve as the single point of contact for current and new clients while collaborating internally with relevant departments to meet customer expectations and needs
- Manage customer-facing activities and customer experience, maintaining a customer-centric mindset throughout day-to-day interactions
- Support Order-to-Cash (OTC) processes and Customer Service Management, focusing primarily on inbound and outbound customer interactions
- Build customer trust and relationships by supporting supply, commercial, and application-related enquiries, collecting feedback, and identifying opportunities to improve customer satisfaction
- Maintain accurate customer relationship management data, document customer interactions, and schedule follow-up actions to support customer retention and business development
- Deliver quality customer service by handling customer cases and complex queries while minimizing disruption and downtime
- Collaborate with Customer Service Experience (CSX), Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain teams to align priorities and meet customer expectations
- Support customer experience initiatives, tools, and processes, including customer experience testing and service differentiation based on customer segmentation, service levels, and satisfaction
- Contribute to continuous improvement initiatives that enhance operational efficiency, streamline workflows, and improve customer experience
- Monitor individual performance against productivity, quality, and timeliness standards using key performance indicators (KPIs), performance management systems, and reports
- Use SAP, Service Cloud, and other customer service tools to improve efficiency and provide feedback for system improvements
- Plan daily, weekly, and monthly activities to maintain business continuity, improve efficiency, and enhance customer satisfaction
- Comply with clients Corporate Standards, Global Safety, Health and Environment (SHE), and Sustainability requirementsJob Duties
- Customer Experience and Accountability
- Take accountability for customer-facing activities and the overall customer experience
- Act as the single point of contact for customers
- Adopt a customer-centric mindset in day-to-day interactions by setting and meeting expectations, providing a stress-free experience, and maintaining a positive and professional demeanorOrder-to-Cash (OTC) and Customer Service Management
- Manage OTC and Customer Service activities, focusing primarily on inbound and outbound customer interactionsVoice of Customer
- Contribute to understanding customer segments, trends, needs, and expectations by reporting on customer interactions and providing feedback
- Build customer trust and relationships by supporting supply, commercial, and application enquiries
- Collect feedback and identify opportunities to improve customer satisfaction, including through regular customer visitsCustomer Relationship Management (CRM) Data
- Enter relevant information into the customer relationship management system after each customer contact
- Create call plans and ensure data quality to support effective customer retention and business development activities
- Schedule follow-up actionsCustomer Service Experience Operations
- Provide quality service to customers while identifying opportunities to secure new business or support customer retention through customer interactions
- Handle customer cases and complex queries to minimize disruption and downtimeCollaboration
- Collaborate closely with internal partners and functions, including CSX, Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain, primarily through Service Cloud
- Evaluate and align priorities to balance customer expectations and needs with Supply Chain capabilities
- Monitor and ensure the fulfillment of commitments made by other functionsCustomer Experience Implementation
- Support the implementation of differentiated customer experience initiatives, tools, and processes, including customer experience testing
- Differentiate service according to customer segmentation, service levels, and customer satisfaction levelsContinuous Improvement
- Contribute to reviewing existing operations within the assigned area of work
- Generate ideas to identify continuous improvements that enhance operational efficiency, streamline workflows, and improve customer experiencePerformance Management
- Prioritize individual workflows and ensure work is completed to required productivity, quality, and timeliness standards
- Use KPIs, performance management systems, and reports to improve individual performanceSupporting Systems
- Utilize customer service supporting systems and tools, including SAP and Service Cloud
- Drive efficiencies and provide feedback to support system improvements for internal and external useTime Management and Activity Planning
- Plan daily, weekly, and monthly activities to ensure business continuity, enhance efficiency, and improve customer satisfaction
- Participate actively in team meetings to align prioritiesCompliance
- Comply with clients' Corporate Standards, Global SHE, and Sustainability requirementsTravel
- Regular customer visits are referenced; travel requirements and frequency are not specified
- 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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