12 beste Stellen als customer service specialist | emea in frankfurt am main, he – aktuell auf Personalsuche

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Customer Service Specialist | EMEA

Envirotainer -
Frankfurt am Main

Jetzt bewerben

Details zur Stelle

vor 13 Tagen

Qualifikationen

Schreibfähigkeiten
Logistik
Englisch

Vollständige Stellenbeschreibung

Role: Customer Service Specialist

Department: Customer Service EMEA

Reporting to: Head of Customer Service EMEA

Overview Department

Envirotainer offers leasing services of temperature-controlled containers and boxes; mainly for the transportation of pharmaceutical products that are temperature sensitive and need a controlled environment during transport. The Envirotainer Operations department consists of Customer Service, Logistics, Damage Control, Global Service Network and Reliability & Cold Chain Services. Together we service the logistic needs of our customers, ensuring the fully functional containers are where they are needed and when they are needed. Not only do we deliver containers, but we also help the customers to plan and execute successful shipments.

Customer Service: Envirotainer continuously strive to improve the availability of the active and passive cold chain, to provide best-in-class solutions for customers. Envirotainer's Customer Service team together with Logistics are the first line of support, dedicated to delivering high quality customer service and availability for our customers. We are the one stop call to secure and cement the customer experience from the beginning, middle, and end. Our Customer Service Centers can be found in Singapore, Frankfurt, Würzburg and Dallas.

Purpose of the role

Being the first point of contact, the Customer Service Specialist acts as the liaison between our company, customers and partners by providing product and services information and resolve any problems that our clients might face.

While providing the highest level of customer service, keeping customer satisfaction at the core of every decision and behavior, Customer Service Specialist manage orders, incoming calls and e-mails to resolve tier 1 requests in a timely manner or according to SLA. The Customer Service Specialist escalates unresolved problems/issues/requests to the proper tier according to OLA.

Responsibilities

Serve as the first point of contact for all our customers and consistently deliver professional support and service.
Manages incoming orders, calls and e-mails, including making changes to orders.
Manage all incoming cases, prioritize importance and distribute cases to second line support as required.
Maintain adequate knowledge of systems and application software used to provide high-level support to customers.
Maintain and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.
Provide accurate, valid and complete information by using the right methods/tools with regards to our systems and troubleshooting for our products.
Handle complaints by documenting all the necessary details, provide appropriate solutions and alternatives within the time limits; refer unresolved customer grievances to designated departments for further investigation.
Keep detailed records of customer interactions, process customer accounts and file documents.
Follow communication procedures, processes, guidelines (e.g. exceptions, invoicing) and policies
Work actively to manage both internal and external relationships.
Other duties as assigned by the Team leader and/or responsible manager, an example could be to act as superuser for systems and projects as needed

Mandate

Full Mandate to act within the set Customer Service Processes.

Demands on the position - Professional capabilities

Excellent phone contact and e-mail writing skills
Ability to work with parallel tasks, prioritize and follow through
Deliver results and meet customer expectations
Plan- and organize work tasks and time accurately and efficiently
Take initiative and make decisions
Ability to take on the customers perspective while solving problems, strong customer orientation
Achieves personal work goals and objectives
Ability to manage both internal- and external contact points

Demands on the position - Interpersonal skills

Our core values are essential to us; Trustworthiness, Passion, Agility and Team spirit. To be successful in your role at Envirotainer you need to demonstrate the following interpersonal skills;

Professional, and act with integrity and take responsibility for your work and actions
Open, honest and transparent in your communication
Pragmatic, creative and solution-oriented approach to how you perform work within the areas of your responsibility
Strive to be agile and to act fast
Well-developed customer and service orientation towards colleagues and partners

The following interpersonal skills are required for this specific role;

Excellent communication- and listening skills
Ability to manage relationships and several contact points effectively
Ability to work with different cultures

Relevant work experience and education

Proven customer support experience or experience as a client service representative
Communicate fluently in spoken and written English (other language skills might be an advantage dependent on region)
Experience with and knowledge of 3PL/4PL service providers (including shipping, trucking, rail)
Operational and/or Logistics background is advantageous
Familiarity with CRM systems and practices

We’re hiring on an ongoing basis, so don’t miss out — apply today!

Contact person

Yeliz Yaykan

Head of Customer Service EMEA

[email protected]

Jetzt bewerben

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