Customer Experience Specialist

Customer Experience Specialist page is loaded## Customer Experience Specialistlocations : Penang, Pulau Pinang (Penang)time type : Full timeposted on : Posted Todayjob requisition id : R #

• Position :
• Customer Experience Specialist#
• Job Description :
• Customer Interaction :
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner. + Load orders into the system accurately and efficiently.
• Sales Activities and Support :
• Handle day-to-day sales activities, sales support, and customer service tasks for specified customers and assigned accounts. + Maintain efficiencies in corporate operational processes and procedures. + Serve as a liaison among internal resources (field sales, engineering, supplier marketing, manufacturing facilities, purchasing, and other corporate departments), suppliers, and customers. + Process quotes and order preparation for specified customers and work with centralized PMs for Quote and Debit information. + Notify customers of related price changes.
• Problem Resolution :
• Address and resolve customer complaints and issues effectively, ensuring customer satisfaction. + Ensure execution and manage demand creation activity, applicable contracts, value-added programs, returns, invoicing, credit, and shipping issues. + Handle local expediting and assist global opportunities through local escalation. + Provide proactive notification to customers of changes to delivery status, conduct bond reviews with customers, and manage Hard & Planned Order management.
• Documentation :
• Accurately document customer interactions and transactions, recording details of inquiries, complaints, and actions taken.
• Feedback Collection :
• Gather and report customer feedback to help improve processes.
• Team Collaboration :
• Work closely with other departments to ensure a seamless customer experience. + Support the sales team with direct customer contact for the Order to Invoice process within Planned Demand. + Act as a liaison between the sales team to perform root cause analysis and provide more complex problem-solving. + Attend and lead customer shortage calls, set internal action plans, and communicate to appropriate account team members.
• Process Improvement :
• Suggest and implement improvements to enhance the efficiency and quality of customer service operations. + Coordinate resources and processing of customer quotations and manage e-Compass engagements and bond requests.
• Job Complexity
• Developed specialized skills or multi-skilled through job-related training and considerable on-the-job experience.
• Completes work under moderate supervision.
• Likely to act as an informal resource for colleagues with less experience.
• Identifies key issues and patterns from partial / conflicting data.
• Takes a broad perspective to problems and spots new, less obvious solutions.#
• Location :
• MY-Penang, Malaysia (Jalan Sultan Ahmad Shah)#
• Time Type :
• Full time# #
• Job Category :
• Business Support

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