CUSTOMER SERVICE ASSOCIATE IV

• This position is the central point of contact for various accounts regarding all daily operational requirements from inquiry and pre-orders needs through all post-order activities. Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:Extraordinaire Customer Experience (ECE) and Customer touch point
• On-going efforts to drive ECE by interacting professionally with our internal and external customers.KPI??s are STR, CES, FCR, and efficiency.

• Satisfaction Management
• Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. Metric - NPS/Transactional Survey
• Customer Relationship & Satisfaction

• Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries? Proactive communication to Customer and liaise with parties to come up with solutions for open and upcoming matters. Customer visits might be required
• Seek regular informal and formal feedback via transactional surveys or via phone and e-mail during daily communications

Manage Service Delivery Process / Execution

• Manage escalations for your customers.? Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments, backlog management. ? Follow up on quotes and quality issues
• Manage Interfaces & Build Service Culture
• Act as voice of the Customer for internal support departments? Participate in development training and process improvement projects to expand and challenge learning new ideas and processes? Take ownership for actions and follow through on tasks until resolved