Customer Services Representative

The Lead Customer Service Representative is a very experienced customer service representative. Well-

versed in the day-to-day activities and the procedures around customer service. Also, has a good view of the

way the team integrates with other teams in the ecosystem. The Lead Customer Service Representative is

expected to coach/mentor other Customer Service Representatives and possibly assist management with

task assignment across the Customer Service Representative team.

Key Activities & Responsibilities:

· Processing orders and credits

· Arranging returns and collections and handling proof of delivery and pricing requests

· Handling incoming e-mails and calls

· Proactively communicating with internal & external customers

· Investigating and resolving invoice disputes

· Logging and follow up of issue resolution and related communication back to the customer

· Take responsibility for executing tasks and supporting colleagues across a number of complex areas /

processes and queries

· Work with your colleagues to effectively organise and prioritise the tasks within your specific areas

· Working collaboratively with other functions and divisions on cross-functional or customer specific

topics

· Assist in supporting and training more junior colleagues

· Act as a mentor for more junior customer service representatives

Education / Qualifications:

· High School diploma or equivalent

Preferred:

· Further education in a relevant discipline

Experience / Skills:

Essential:

· 3+ years of experience in the field or in a related area required

· Expertise in order management and contact center skills

· Excellent understanding of Customer Service process flows

· Excellent understanding of good documentation practices and documentation retention

· Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet

· Good ERP system knowledge

Desirable:

· Experience with Business Process Analysis

· Experience with reverse logistics and consignment type business (such as Medical Device,

Healthcare Markets)

Competencies / Behaviors:

· Being able to stay in act and to remain calm under pressure, whilst communicating effectively to

customers and other stakeholders

· Proven ability to solve problems and queries

· Ability to work on their own initiative, prioritizing and organizing workload based on their own

experience as well as input from supervisor

· Highly customer focused

· Strong collaborator which sets high performance standards

· Strong internal drive and motivation to make a difference

· Positive, optimistic mindset and can-do attitude

· Initiator that can identify and initiates actions to improve process outputs on Service, Cost & Quality

· Acts with integrity

· Ability to make autonomous decisions on operational and tactical levels

· Willingness to develop lean approach