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Customer Service Specialist
GKN
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Role purpose - Liaise and negotiate with Customers to ensure Customer Satisfaction and to work with the manufacturing team to achieve customer schedule adherence.
Key responsibilities
Document Management
Create a local document management system for an office or department.
Data Collection and Analysis
Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats.
Operational Compliance
Develop knowledge and understanding of the organizations policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Customer Order Processing
Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
Solutions Analysis
Find the most effective ways to respond to routine functional enquiries. Involves following procedures and precedents.
Operations Management
Provide operational support by performing a range of route activities using existing systems and protocols.
Resolving Customer Issues
Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
Health, Safety and Environment
Follow the organizations Health, Safety and Environment (HSE) policies, procedures and mandatory instructions; to identify and mitigate risks, and to safeguard the environment and the wellbeing of oneself and others.
Continuous Improvement
Contribute to reviewing existing operations in own area of work and support in generating new ideas to assist in identifying continuous improvements.
Values Behaviours
Ingenious: Manages complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. well.
Ingenious: Driving continuous improvement
Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, generally follows defined and communicated standards, methods, and procedures. Seeks advice and finds ways to work better within processes. Makes some reasonable suggestions to improve work methods.
Ingenious: Effective decision making
Makes good and timely decisions that keep the organization moving forward. For example, seeks coaching from others to address routine problems; learns to handle these issues effectively. Bases decisions and actions on relevant rules and procedures.
Ingenious: Manages ambiguity
Operates effectively, even when things are not certain or the way forward is not clear. For example, responds effectively to unclear situations, seeks to resolve ambiguity and make progress. Seeks guidance on how to adapt to changes, responds with appropriate composure and effectiveness.
Collaborative: Builds relationships
Builds partnerships and works collaboratively with others to meet shared objectives. For example, finds many ways to add value to the team; probes to draw out richer input from others; is a valued resource who goes out of the way to help others.
Principled: Accountability
Holds self and others accountable to meet commitments. For example, holds self to high standards and consistently honors policies, procedures, and work requirements. Scrupulously ensures all work is correct.
Driven: Results driven
Consistently achieves results, even under tough circumstances. For example, holds self to high standards of performance; sets some challenging goals; wants to achieve meaningful results; pursues initiatives/efforts to successful completion and closure. Focuses on key goals, even during setbacks and obstacles.
Driven: Customer focus
Builds strong customer relationships and delivers customer-centric solutions. For example, probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations.
Skills
Data Collection and Analysis
Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
Office Systems
Office Systems
Works with guidance (but not constant supervision) to select, deploy and get the best results from the most appropriate office system.
Analyze Alternatives and Recommend Solutions
Works at an intermediate level to analyze potential solutions and create recommendations based on the expected benefits, costs, and overall value of the solution for key stakeholders. Typically works with guidance.
Customer-Focused Approach
Works with guidance (but not constant supervision) to orient the sellers organization around delivering to the key needs of their customers.
In-Depth Questioning
Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.
Leverages Digital Communications with Customers
Works at an intermediate level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works with guidance.
Masters Service Conversations
Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.
Strengthens Customer Connections
Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.
Education
Post-Secondary Non-Tertiary Education
Experience
Sound experience and understanding of straightforward procedures or systems (7 to 12 months)
Employment Type: Full Time, Permanent
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What people at GKN are saying
What GKN employees are saying about work life
based on 520 employees
Flexible timing
Monday to Saturday
No travel
Day Shift
GKN Benefits
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