The Customer experience professional is responsible for acting as a key contact to deliver consistent, high quality, complete world class customer service in support of our customers' needs.

Excellent communication is required as well as a broadly thinking team player. He/she will be able to work efficiently in a high-pressure environment and remain calm in any circumstances. The position requires a solid understanding of business needs.

This role will be a champion for continuous improvement to deliver ‘best in class' customer service and order management fulfilment. You will execute on bookings, order generation, periodic billing, renewal etc.

Responsible for acting as a key contact to deliver consistent, high quality, complete world class customer service in support of our customers' needs. Excellent communication is required as well as a broadly thinking team player. He/she will be able to work efficiently in a high-pressure environment and remain calm in any circumstances. The position requires a solid understanding of business needs.

Be part of the team that is solving complex problems for the customer. Comply with business processes and controls to deliver ‘best in class' customer service and order management fulfilment.

Activities :

• Successful and timely booking and lifecycle handling of all product orders
• Support local office support with all required administration activities
• Work within guidelines of Global policies and processes
• Serve as the primary customer contact for your assigned portfolio of accounts and ensure all customer needs and expectations are met.
• You will communicate with other departments such as Logistics, ISC, Regional Sales Managers, Product Managers, etc., to resolve customer issues. You will support ordering processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.

Responsibilities

· Profound knowledge of domestic and international shipping requirements

· Profound knowledge of international shipping documents and why they are required

· Profound knowledge of country specific requirements

· Profound knowledge of Letter of Credit

· Ensure good document control

• Order entry, shipping and invoicing
• Handle incoming calls or inquiries from prospective customers or clients
• Transfer customer calls to appropriate staff
• Provide customers with general product and service information.
• Identify, investigate, and resolve customer issues using the database/ERP system, including complaint registration and follow-up
• Follow-up on outstanding customer inquires
• Assist customers effectively by solving customer disputes
• Completing supporting paperwork
• Set-up of new customers in SAP and update existing records where needed
• Research billing issues
• General administrative support
• Keep records of customer interactions (for instance, by using Services for Object)
• · Foster relationships with internal and external customers