Job Description - Executive, Customer Support Coordinator (MER0003I8O)
Objective of Job Support CRM Lead in the Customer Relations Management roleCustomer order processing, including manual order taking and processing, special parts ordering, order type management, and order cancellationEstablishing good customer support with marketsEscalation to inter-department 1st level supportEscalation of part number and pricing updates, and related customer queries to inter-department or central governance where necessaryContinuous monitoring and implementation of Customer Satisfaction performanceJob Responsibilities Customer Relations ManagementManage day-to-day operations and deputy duties of the CS teamEstablish a close relationship between customers and team membersResolve any differences, escalations, or customer complaints promptly and professionallyCustomer Order ProcessingManage customers' orders processingManage manual order taking and processing when requiredSupport TRP and special requirement orders processing by coordinating with relevant stakeholdersSupport customer inquiries, special parts ordering, and service chargesMonitor customers' order patterns and order type managementManage order cancellation and coordinate order cancellations with customersSupport other stakeholders in order-relevant customer queriesQualifications Education: Diploma in Business, Logistics, or any discipline with a strong customer-oriented backgroundCustomer Service Oriented TrainingMicrosoft Office TrainingExperience: Minimum 3-5 years related working experience in the Automotive Parts business, strong background in Customer Relationship Management, Supply Chain, or LogisticsExperience in spare parts consulting and/or as a spare parts specialistPreferably with one foreign language skill as an advantageSpecific Knowledge: Excellent computer skills, especially in MS Office - Word, PowerPoint, and ExcelGood knowledge of parts businessGood working performance individually and as a teamStrong interpersonal skills and a good team player, especially with a good sense of intercultural communication in an international work environment
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