The responsibility of the Customer Service Representative is to ensure that customers being Wholesalers and Distributors – receive a high quality level of service and receive help with their questions and concerns. The Representative will manage client orders, provides customers with product and service information, conduct Telesales as well as resolving customer problems/claims.
The Customer Service Representative interacts with contacts to retrieve and/or provide information in response to customer enquiries about products or services. Communication with contacts takes place through a variety of meansby telephone; by e-mail, live chat, and regular mail; or in person.
Essential duties and responsibilities:
Track and Tracing of orders.
Investigating irregularities of orders and informing customers as required.
Actively insuring that orders flow through the system flawlessly by managing exceptions.
Monitor carrier reports.
Handling of return requests incl. arranging of pick-ups.
Handling of non-inventory credit or invoice requests.
Arrange delivery book-in appointments by using, updating and maintaining our customers vendor systems.
Provide product and service information to customers by email/phone.
Provide information on status of orders to Sales as well as customers.
Communicate late, incomplete or cancelled orders as well as changes to the collection within set timeframes.
Logging and updating of customer information in CRM systems.
Resolves product or service problems by clarifying the customer complaints; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Maintains financial accounts by processing customer adjustments.
Recommends potential services to management by collecting customer information and analyzing customer needs.
Prepares product or service reports by collecting and analyzing customer information.
Escalate issues in a structured way to CS Management or contact departments.
Participate in process improvements.
Contributes to team effort by accomplishing related results as needed.
Support Sales with any information required from the head office
Conduct Telesales (outbound calling to existing customers) according to guidelines set out by Management
Excellent customer handling skills
Excellent communication skills written and verbal in the required language(s)
Solid problem-solving skills with Quality focus
Good interpersonal skills
PC literate & Multitasking
Flexibility to take on additional responsibilities and tasks when required
Is able to work under pressure and meets deadlines
Possess natural curiosity to understand processes, departments & clients
Have a proactive approach in tackling new challenges
Have fun working in an international, challenging and communicative Environment
A world leader in innovative, casual footwear, Crocs, Inc. (Nasdaq: CROX) is dedicated to the future of comfort. Our original and most famous style, the Classic Clogs, are instantly recognized around the world, and for good reason: since 2002, weve sold more than 300 million pairs in over 90 countries!
We know that smart doesnt need to mean complicated; we achieved our status as a global leader in the casual footwear category by taking an inherently simple approach to uniting style, modern comfort and value. Every day, we make a choice to have an open mind and look on the bright and colorful side of life. We embrace and celebrate the uniqueness in everyone, inviting the world to Come As You Are.