Customer Excellence Coordinator - Dublin 12.
In this role, your core responsibilities will focus on providing exceptional customer service and supporting the efficient management of customer queries, orders, and administrative tasks. You will play a key role in ensuring timely deliveries, managing service fulfilment, and fostering strong relationships with both internal teams and customers.
Key Responsibilities:
Daily Customer Activities:
- Professionally manage and resolve customer inquiries.
- Oversee the service fulfilment process, ensuring timely deliveries.
- Proactively follow up on orders, delays, and backorders, providing regular updates to customers.
- Efficiently process returns, debits, and credits, providing timely resolutions.
- Handle customer orders, ensuring accuracy and timely processing.
- Manage consignment stock within the Hospital Channel.
- Actively monitor and process quotation requests from both Salesforce and customer emails, ensuring SAP quotations are handled efficiently.
Customer Support:
- Take a customer-first approach to address and resolve queries, providing accurate and timely responses.
- Identify and assess customer needs, ensuring their satisfaction.
- Maintain a positive and calm demeanor when handling customer requests, even in challenging situations.
- Continuously improve product and business knowledge to provide top-tier customer support.
- Act as a representative of the company’s values, fostering strong relationships between various departments and customers.
Additional Responsibilities:
- Provide administrative and sales support as needed.
- Offer support to colleagues during periods of absence (annual leave or sick leave).
Core Activities:
- Daily Customer Responsibilities:
- Process and manage both automated and manual orders.
- Respond to customer queries, providing updates on order statuses.
- Communicate any product or delivery delays promptly to customers, aiming to minimize frustration.
- Process returns, debits, and credits efficiently, keeping customer satisfaction at the forefront.
- Complete consignment processes for relevant products and services.
- Handle SAP quotation requests by monitoring Salesforce and customer emails, ensuring that pricing is accurate and aligned with tender or contract agreements.
Customer Support Functions:
- Respond to customer inquiries promptly, ensuring clear and comprehensive communication.
- Utilize resources such as knowledge bases to answer product-related questions.
- Address customer complaints according to company policies while maintaining a customer-focused approach.
- Handle queries from phone calls, emails, and future online chats, ensuring all are managed efficiently.
- Build and maintain strong customer relationships by taking ownership of requests and finding solutions.
- Attend all product and business training sessions to enhance product knowledge and improve customer service.
- Participate in meetings related to new product launches or training, ensuring you are well-informed to answer queries.
Key Requirements:
- SAP Experience: Essential for this role.
- Time Management: Ability to prioritize tasks and manage time efficiently.
- Interpersonal Skills: Strong active listening and communication skills.
- Calm Under Pressure: Ability to remain composed and professional in high-pressure situations.
- Customer-Centric: A commitment to listening to customers, being patient, and providing thoughtful solutions.
- Organizational Skills: High level of attention to detail and organizational capability.
- Teamwork: Ability to collaborate effectively with other team members.
- CRM Experience: Familiarity with CRM systems such as Salesforce.
- Willingness to Travel: Occasional travel within Ireland may be required.
This role demands a commitment to delivering superior customer service, with a focus on quality, care, and attention to detail in all interactions with internal and external stakeholders.
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