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Customer Service Representative
4 weeks ago
Duration: 12 months contract, Full-Time
The Customer Logistics Representative (CLR) is owner of the customer relationship from an operations perspective.
The incumbent has direct responsibility for delivering outstanding customer experience to an assigned portfolio of accounts within a territory.
The incumbent handles both the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting, as well as critical initiatives using business analytics to influence customer collaboration.
The CLR will also engage with internal partners to provide resolution to customer complaints.
The CLR will monitor key performance indicators (KPI’s) to track progress of the efficiencies and value-added services offered to the customers.
This role also involves extensive collaboration with multiple business partners including Distribution, Transportation, Sales and Marketing, and Planning CLS strives to strengthen customer trust by providing enterprise customer & logistics services that improve the customer experience while ensuring a safe and compliant supply chain.
Value Add Through the tactical operations the Customer Logistics Representative will seek to deliver value to our customers. The CLR's main objective is to build and maintain a strong and positive relationship with their assigned customers. The CLR actively seeks to build further collaboration with existing customers to achieve:
~ A reduction of errors that occur for customers submitting already electronic orders.
~ CLR will act as an internal representation of the customer and will search for the optimized balance between client capabilities/controls and customer expectations.
~·Apply available information and reporting to measure efficiencies within the assigned customer portfolio.
Place orders in the system for customers belonging to the regional portfolio; orders can be received via Email, Phone, or Fax.
Respond to inquiries from internal and external customers via phone or email; Ensure that orders are processed in a timely manner through collaboration with Supply Planning, Distribution, and Transportation.
Ensure all activities are performed according to internal Standard Operating Procedures (SOP’s), Work Instructions (WI’s) to guarantee a compliant supply chain.
Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion.
Initiate the investigation as a result of a complaint and if applicable, initiate the process to issue Credit / Debit.
Responsible for creating and maintaining awareness with our customers of the Customer Care model offered to them.
Provide support and coordinate with the rest of the team while other peers are out of office.
Process & Projects, Data and Analysis
Function as a subject matter expert on all assigned Customer Experience processes
Identify, assess, and communicate process and cost improvements opportunities to Customer Logistics management team
Participate in projects that are identified to be part of professional development and business needs, which will be identified in the Personal Development Plan.
A minimum of 2 years in a customer
MS Office, Bilingual, Agility
Bachelors or associates or high school
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
