About the job
The Senior Customer Service Representative provides outstanding support to both internal and external clients through phone and face-to-face interactions. This pivotal role emphasizes addressing inquiries, managing order processing, ensuring punctual deliveries, and adhering to the company's mission, policies, and procedures.
Key Responsibilities:
- Assist the Customer Service Manager with reports, meeting logistics, and the development of training programs, policies, and initiatives.
- Professionally handle incoming calls, addressing customer inquiries, orders, and concerns promptly via phone or email.
- Mentor junior Customer Service Representatives, offering constructive feedback on performance.
- Ensure proactive communication with customers, providing precise technical or product-related information.
- Accurately process and route customer orders and changes utilizing SAP.
- Investigate and resolve customer complaints and billing issues, escalating to management when necessary.
- Support CH200QPPM quality objectives and drive related improvement initiatives.
- Work collaboratively with cross-functional teams to guarantee accurate customer information and prompt order processing/shipping.
- Collaborate with Sales to implement pricing updates in SAP.
- Serve as a liaison with other departments, sharing updates and assisting outside sales representatives.
- Remain knowledgeable about products, services, and industry trends.
- Adapt to change, pursue continuous improvement, and work independently with minimal supervision.
- Complete special projects and additional duties as assigned.

