Customer Service Specialist III

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Customer Service Specialist III

Apply locations Makati, Philippines time type Full time posted on Posted 7 Days Ago job requisition id Div-R0014538 JOB DESCRIPTIONPosition Title:Senior Customer Service RepresentativeGlobal Rewards Framework Ladder:U3/ B05Department:Customer ServiceReports to:Customer Service Supervisor or ManagerLocation & Site:Makati, PhilippinesPOSITION PURPOSE:Being part of the Cruise Customer Service team will bring you into a new journey, and requires us to have a Global management of our customers since the scope of this industry is Global with different requirements than local customers. The Cruise Customer Service team will be available 24/24 for a continuous support to our customers.The primary responsibility of the Customer Service Representative is to work as an integral member of the customer services team, to provide excellence in customer care and to move the business to a position of global strength through continuous improvement.SCOPE:Professional & Hygiene BusinessPRINCIPLE DUTIES and TASKS:Cruise SpecificsSingle point of contact of the Cruise industry: coordination of any customer requests orientation internallyActively check that our inventory is meeting the demand & engage with Supply Chain when neededTeamwork: Daily backing each other up to meet Cruise industry requirementsWork for numerous sales organizations in various countries in Europe with different processesSupport customers to convert orders depending on local portfolioOrder ManagementAct as a Subject Matter Expert for all systems to support colleagues and wider businessFacilitate the sales of the company’s products through up selling and cross selling.Provide visibility to customers on order statusEnhance work practices and derive efficiency.To process all orders efficiently, accurately and in line with policies and procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price/sku changes).To run and follow up on control reports to ensure that the order to payment process is fulfilled.Complaint ManagementKeep customer informed on the complaint status & manage complaints to closureCollaborate with other departments at regular meetings for continuous reduction in complaints and improvement to total Customer Experience.Customer ManagementOwn the region and territory nominated for service offerings and maintain Customer Satisfaction, very important part for this positionBuild relationships with key customersPerform Welcome Calls and follow up on company survey’s to maintain good Customer Relationships.Become a Customer Expert and support visits and relationship activities with customers as requested.To handle telephone calls and emails dealing with Customers’ needs and expectations in line with procedures, and according to departmental KPIs.Sales SupportAct as the first point of escalation.Collaborate with Sales team to achieve Organization goalsAttend important meetings to improve the serviceReview availability with Supply Chain & meet demands of customerPlay a vital role in sales growth which can lead to your growthOther TasksAssist with other areas of the business as required, providing cover where necessary.Play an active role in company change process through positive communication to internal and external Customers.To keep the department leader up to date with account progress, product and range development, and problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.OTHER:Compliance with the company’s policy and procedures, code of conduct, travel and entertainment policy and all other relevant company policies and procedures.KNOWLEDGE / COMPETENCY:Excellent English fluencyDemonstrates self-awareness and initiativeTakes on new opportunities and tough challenges with a sense of urgencyInstills trust by gaining confidence of othersAble to build strong customer relationships and deliver customer-centric solutionsCapable to build collaborative relationshipsStrong listening and communication skillsAble to multi-task, prioritize and comfortable with rapid changeAttention to detail and high levels of accuracyEXPERIENCE/ SKILLS:Flexible with work hours – if required to cover holiday calendars & different time zones shiftUnderstanding of Supply Chain basics2+ years prior Customer Service Experience or university degree preferredSAP - ERP system knowledge preferredExperience building strong Customer relationshipsStrong written and verbal communication skillsExperience in order and complaint managementCapable of working in a dynamic team environmentWorks within established procedures with a limited level of supervision with an ability to make sound decisions by assessing each situation using standard proceduresIdentifies problems and relevant issues in straightforward situationsIntermediate to advanced computer Skills, preferably with experience in Gmail and Google docs and Microsoft Word/ExcelThe Cruise Customer service rep is in charge of Global Cruise Customers specific support and order management process including logistic tracking of deliveries / billing / claims

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Customer Service Representative

locations Makati, Philippines time type Full time posted on Posted 7 Days Ago

At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation; comprehensive benefits, including medical, dental and vision insurance and a 401(k) plan; and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, whether in the lab or in the field, consider joining our team.

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Solenis is a leading global producer of specialty chemicals focused on delivering sustainable solutions for water-intensive industries, including consumer, industrial, institutional, food and beverage, and pool and spa water markets. Owned by Platinum Equity, the company’s product portfolio includes a broad array of water treatment chemistries, process aids, functional additives, and cleaners and disinfectants, as well as state-of-the-art monitoring and control systems. These technologies are used by customers to improve operational efficiencies, enhance product quality, protect plant assets, minimize environmental impact, and create cleaner and safer environments.

Headquartered in Wilmington, Delaware, the company has 71 manufacturing facilities strategically located around the globe and employs a team of over 15,400 professionals in 130 countries across six continents. Solenis is a 2023 US Best Managed Company.