Customer Service Representative

Descripción del puesto:

Responsible for handling the front-end customer interface, managing customer calls or e-mails professionally and efficiently. Responsible for creating Offers and Orders in client tools and for adequately handling customer inquiries. Handles all back-end support activities related to invoicing, credit notes and debit notes, ensuring proper approval has been received prior to executing such transactions.

Key responsibilities:

* Managing customer product orders

Answers inbound customer calls related to the order-to-cash process. Creates Offers and Orders in Navision received through calls, e-mails or other means. Adheres to call center best practices complying with existing rules and attending customers within expected service levels. Generates outbound calls to customers when required. Ensures data is recorded without errors facilitating a smooth operation.
* Managing customer requests.

Receives and follows-up with the adequate team on customer requests and ensures customers receive timely answers. Promptly escalates any issues to the CS Supervisor in order to maintain satisfactory response times.

* Internal customers.

Supports Terminal staff with invoicing requirements and offers adequate support to sales representatives. Provides support to other teams when needed. Support creation of trips in Terminal Management Systems (TMS) during working hours, adhering to trip creation guidelines as controls sensitive activity.

* Back-end support.

Generates Credit and/or Debit notes because of product diversions, price adjustments, rents, franchises, rebates and any other business requirement. Responsible to ensure proper approval has been received prior to executing such transactions. Complies with all control standards and available procedures.

Requirements:

Experience:
* High-school degree. Undergraduate University studies a plus.
* Background in Call Center activities is an advantage.
* Experience in dealing with external customers preferred.

Skills:
* Proficient in Microsoft Office and Outlook.
* At a minimum basic knowledge of the English language.

Competencies:
* Excellent verbal and written communication
* Conflict handling skills
* Able to prioritize work tasks
* Able to handle fast moving and high pressure customer facing environment
* Problem solving skills
* Customer Service oriented
* Quick learner
* Excellent planning and organization skills
* Proactive and detail-oriented
* Team player

About AccentureAccenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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