Customer Resolution Specialist

Job Description:

ACCOUNTABILITIES

You will work as single point of contact(SPOC) for a predefined group of customers, and your main tasks will be to ensure excellent customer service by

•    processing requests received by e-mails and phone

•    following up on orders to ensure KPIs such as delivery on time and customer satisfaction

•    handling customer inquiries and complaints

•    acting as the global contact on a daily basis to procurement, warehouse, shipping, sales, product management, accounting etc. to support our customers

•    acting as back-up for any team member who is out of office

You will join one of our teams in Beijing that support customers in China. The group is part of a larger group of teams spread across Europe, Asia and the US.

QUALIFICATIONS

Primary responsibilities    

•    Participate in and contribute to a high performing Customer Service Team

•    Participate in and contribute to a high performing cross functional Customer Account Support Team 

•    Build and maintain strong customer satisfaction through industry leading quick response times as well as honest and qualified responses to all customer requests and inquiries

•    Handle quotations and customer orders pertaining to SATAIR products including timely follow up on quotations, orders and backorders

•    Support Sales and Finance in collection of Accounts Receivables

•    Handle customer claims including timely handling of returned/ rejected goods from customers

•    Professional telemarketing towards customers

•    Maintenance of customer records

•    Positively participate in the promotion of cross and up-selling strategies towards growth accounts

•    Participate in back-up arrangements in support of absence by other Customer Service Executive colleagues

•    Any other reasonable requests from the Manager – Customer Service

Secondary responsibilities    

•    Participate in external key customer meetings as per agreement with the Manager – Customer Service

•    Participate in internal customer account and other Customer Service meetings as per agreement with the Manager – Customer Service

•    Maintenance and development of the customer service quality level

General    responsibilities

•    Comply with Satair Group’s mission, values and Quality Management procedures

•    Comply with Satair Group’s guidelines on Ethics & Compliance

•    Understanding, sharing and living of Satair Group values and rules

•    Respect Satair Group processes and procedures agreed per function 

•    Keep the direct report informed of the status of agreed tasks and of any critical problem areas

•    Participate in optimizing Satair Group’s business procedures by applying existing Satair Group’s IT systems

•    Comment/advise on unsatisfactory situations within the organization, and propose potential solutions for improvements

•    Identify and offer suggestions to improve efficiency

•    Be well informed about and familiar with the latest developments in Satair Group&39;s business

•    Have an inter-cultural understanding

•    Participate in occupational safety and health efforts

•    Contribute towards a positive and inspiring working environment

Personal & interpersonal skills

•    Attention to detail 

•    Ability to and willingness to work under pressure

•    Good dispute resolution skills

•    Good negotiation skills 

•    Service minded

•    Good communication skills

•    Cooperative and flexible

•    Intercultural understanding

•    Attitude supportive of SATAIR values

Professional skills    

•    Preferably two years or more customer service experience within a similar sized organization

•    Working knowledge of English, both orally and in writing

•    PC literacy, including word processing, spreadsheets and databases

•    Knowledge of Lotus Notes tools

•    Familiar with work-related routines under SATAIR ERP system

•    Shipping knowledge, (including transportation of dangerous goods and INCO terms)

Apply now and grab your boarding pass for your next challenge with us in Satair!

Please send us your application as soon as possible as we are interviewing on an ongoing basis, to get the opportunity to become part of an exceptional global team, driven by a customer-centric and innovative mindset and a can-do attitude in everything we do.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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