Customer Service Ambassador
hace 2 meses
About the Role
Pilkington North America, a leading glassmaker, seeks a Customer Service Ambassador to develop and maintain positive internal and external strategic customer relations. The ideal candidate will recognize customers' needs, problem solve, and address and resolve customer issues. Key responsibilities include responding to customers' needs and complaints in an accurate, complete, and timely manner, tracking backorders, and making recommendations to senior management on programs to improve customer service.
Key Responsibilities:
- Develops and maintains positive internal and external strategic customer relations
- Recognizes customers' needs and problem solves
- Address and resolve customer issues, including supply, delivery, and communications
- Responds to customers' needs and complaints in an accurate, complete, and timely manner
- Tracks backorders and updates customer spreadsheets/attends weekly conference calls
- Makes recommendations to senior management on programs to improve customer service
- Has knowledge of export documentation and invoicing
- Assists customers with order processing via telephone, fax, and email
- Generates inside sales in a proactive manner and gives support to outside sales team members
- Directs order processing requirements that impact the customer's needs, such as credits, ROCAs, discounts, addresses, and quotes
- Gathers and analyzes data concerning department operations and customers' requirements
- Handles special project implementations as required by senior AGR management to allow for a more proactive fulfillment of customers' needs and requirements
- Represents truckload/factory direct order processing in the development of new systems or basic process improvement sessions
- Assists in the development of approved enhancements for current order processing system that affects truckload/factory direct customers
- Monitors shipping functions to report company efficiency goals and to ensure that customers receive timely deliveries, accurate paperwork, and proper invoices
- Prepares and reports Customer Service metrics monthly (Placed Order, Lost Sales, UFR, OTD)
- Audits truckload/factory direct accounts to assure that customer needs are being met
- Maintains accurate file system for customer orders, canceled orders, and returns
Requirements:
- Ability to maintain stock tracking and allocation program
- Obligated to keep confidential any information that pertains to customers and competitors
- Remain up to date on cross training and new procedures within the department
- Complies with all safety policies and procedures
- Develops own industry knowledge through utilization of company learning resources and training
- Adherence to NSG/Pilkington Standards of Business conduct and its Values and Principles
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