Customer Service Representative

Job Information

A Customer Service Representative will provide administrative sales and customer care support to a Distributor Network of 15-20, as the single point of contact for the Dealers commercial queries, requests, issues, claims etc.  Good Customer Service aptitude is essential for this position as well as the ability to work cohesively in a team driven by process & performance improvement metrics.  Primary Order Management experience on a comprehensive ERP system (e.g. ORACLE/SAP) also essential for this role

Role & Responsibility

• Manage all Customers assigned in a courteous and professional manner, paying particular attention to urgency & responsiveness on all customer queries and issues.  Implement best practice Customer Service in alignment with business requirements and Doosan standards.
• Contribute to the maintenance of key performance indicators and metrics. Agree and meet improvement targets. Escalate issues which impact and impede Customer Service performance and work towards solutions where possible.
• Ensure open order book is proactively managed, in terms of customer and business requirements.  Manage the order fulfillment process, end-to-end in line with customer requirements and business policies.  Manage/coordinate the response to all post-sales customer queries. Escalate issues and bottlenecks in the order fulfillment process where appropriate.
• Strive for continuous improvement of customer service performance/satisfaction. Action all Customer Orders, Quotes, Holds, Disputes etc in a timely manner and in line with agreed standards.  Promote Customer awareness among other teams.
• Handle and resolve all customer queries, problems and complaints, escalating where necessary to ensure Customer receives a timely response.
• Establish and maintain excellent working relationships with the Field Sales teams to facilitate improved communication and customer service.  Actively participate in Sales & Dealer Meetings to promote increased understanding of Doosan’s Customer & Marketplace
• Liase with all internal teams to promote improved order fulfilment and customer satisfaction, including, supply chain, credit, collections transport, sales, marketing etc.  Support team members when required, and above all be responsive and flexible to changing customer & team demands.

Job Requirement

• Education & Qualification:  Business Administration – Bachelor degree / Allow Equivalent
• Experience: <5 years
• Travel Standard: < 10%
• Minimum of 2-4 years relevant experience in a process based multi-national, environment    
• Experience in dealing with multi-location teams
• Flexibility to travel across Latin America.
• Global Breadth: Multi-Site (> One Location)
• Cross-border sales administration experience
• Fluent in English + another modern Spanish language
• Diploma/degree level education
• Excellent computer skills – experience of an ERP system
• Excellent communication skills
• Strong Systems Experience (MS Office, Oracle 11i etc)
• Strong Process Experience
• Ability to handle multiple demands and adhere to deadlines
• Strong attention to detail.
• Excellent written and oral communication skills
• Time management and organizational skills
• Interpersonal communication skills