We are looking for a dedicated and detail-oriented
customer service specialist
to support the team of our client. This role plays a key part in delivering outstanding service by managing customer orders efficiently, ensuring clear and timely communication, and proactively resolving issues. The ideal candidate will bring strong interpersonal skills, a customer-centric mindset, and the ability to handle multiple priorities in a dynamic, fast-paced environment
key responsibilities:
* provide daily telephone and email coverage to support customer inquiries.
* set up and process incoming sales orders received by phone or email.
* manage all aspects of order entry, including creating new orders, modifying existing ones, expediting, canceling items, and verifying pricing.
* ensure compliance with spx policies, including commercial terms, tax exemption documentation, and supporting customer records.
* monitor and manage changes to orders daily.
* proactively communicate order status, shipment updates, and other notifications to customers and sales representatives.
* conduct basic engineering reconciliations and create simple engineering parts as needed.
* review customer complaints and issue returned goods authorizations (rgas) or credits; log complaints in internal systems (c4c).
* accurately document all customer interactions and resolutions in the crm system (c4c).
* submit order acknowledgments through customer portals.
* complete supplier forms, finance documents, and maintain customer data in the master data system (profisee).
* manage internal order-related activities involving warranty, finance, it, engineering, and other departments.
* act as liaison between internal teams and external customers regarding sales order-related matters.
* notify teams of any updates required in customer or material master records.
* ensure timely communication regarding shipments and order status updates.
* follow export order procedures and ensure compliance with company policies.
* maintain a positive attitude and resilience in challenging situations, ensuring high-quality customer experiences.
* develop product knowledge to offer accurate advice and solutions to customers.
* meet or exceed key performance indicators (kpis), including customer satisfaction, response time, resolution rates, and service quality.
* promote workplace safety through participation in safety training and programs.
qualifications:
* previous experience in customer service, order management, or sales support preferred.
* strong written and verbal communication skills.
* proficiency in crm systems (e.g., c4c), microsoft office, and order entry platforms.
* ability to prioritize tasks and manage time effectively.
* detail-oriented with strong organizational skills.
* team player with a collaborative mindset.
* experience working with erp and master data systems is a plus.
* knowledge of export documentation and procedures is an advantage.