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!
