Job description
Objectives
Develop further the Customer Service to be the best in our industry.
Principal duties
Assist with the design and development of proactive processes to build the customer service team as a differentiator in the market- Manage and direct customer requests, inquiries and orders. Support escalation requests
- Assist with creating best practices that ensure efficient delivery of responsive and effective customer support.
- Continuously monitor department performance metrics and take timely corrective action when required
- Approve credits, pricing and return requests.
- Manage and direct customer requests, inquiries and orders. Support escalation requests
- Provide solutions and influence decisions with potential for broader organizational impact
- Work closely with OEM accounts to monitor service levels, product forecasts and escalation points
- Ability to manage and prioritize multiple projects and meet specific goals and deadlines
- Support customer service calls and order entry when needed
- Support the business when required in Accounts Receivable activities
- Define and implement training plans together with HR to further develop the team members in their different roles
- Optimize processes in Customer Service and support the team to implement them
- Assist in the definition and implementation of metrics and processes for all functions within the Customer Service Department processes to build the customer service team as a differentiator in the market
1045 Spring Street, Wyomissing, PA 19610
SFS Group USA, Inc. is an Equal Opportunity Employer
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