Customer Care Specialist
1개월전에
Purpose Statement
The core objective of this role is to ensure customers have a positive superior experience by driving x-functional collaboration, delivery of continuous improvement, make SCM Excellence by project management, offering of prompt resolutions to customer inquiries, making it easy for customers to do business with BSC.
Key Responsibilities
- Contact customers to resolve issues, offer solutions or influence behaviour change.
- Resolve complicated issue and inquiry by providing support to internal, external customers and Shared Service Center.
- Analyze customer requirements and develop a solution/support to provide the best customer experience.
- Manage the customer feedback process and grasp feedback trends.
- Lead and participate in project and programs including regional/global engaged to improve customer experience, to support E2E SCM process, VOC and process optimization.
- Improve OTC process by leveraging digitalization tools, including but not limited to: automating order replenishment process, offering real-time order fulfillment and inventory visibility.
- Train customers including Sales rep, Distributors and 3PL for process changes and systems in order to improve customer satisfaction.
- Work closely with Finance, Marketing, Distributor & Price Management Team and SCM team to deliver efficient order fulfillment process by providing data and process insights.
- Maintenance and testing SAP and local system.
- Provide monthly report to manager.
- Maintain documentation in accordance with quality and financial audit requirements.
- Identify and support process efficiencies and improvements.
- Create and review sales order related to capital equipment.
Basic Requirements
- Bachelor’s degree
- Minimum 5 years of experience in Supply Chain Management.
- Good written and verbal communication and interpersonal skills in English.
- Strong analytical and problem-solving skills.
- Should be required Integrity and timely responsive.
Preferable Requirements
- Customer service experience, planning or supply chain specialist Excellent experience would be preferred.
- Excellent communication, interpersonal, and customer service skills.
- Demonstrates competency in Inventory Management
- SCM system development experience (Supply chain solutions- API & RPA)
- Have experience with Customer Relationship Management system, Service Cloud, or equivalent system.
Required System Skills
- Familiar with SAP
- Excellent computer skills (MS Office- Excel and PowerPoint)
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