CUSTOMER SERVICE ASSOCIATE IV - German

This position is the central point of contact for various accounts regarding all daily operational requirements from inquiry and pre-orders needs through all post-order activities. Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:
Extraordinary Customer Experience (ECE) and Customer touch point
On-going efforts to drive ECE by interacting professionally for your internal and external customers. KPIs are STR, CES, FCR, and efficiency.

Satisfaction Management

Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. Metric - NPS/Transactional Survey

Customer Relationship & Satisfaction
Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries
Proactive communication to Customer and liaise with parties to come up with solutions for open and upcoming matters. Customer visits might be required
Seek regular informal and formal feedback via transactional surveys or via phone and e-mail during daily communications

Manage Service Delivery Process / Execution
Manage escalations for your customers.
Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments
Follow up on quotes and quality issues

Manage Interfaces & Build Service Culture
Act as voice of the Customer for internal support departments
Participate in development training and process improvement projects to expand and challenge learning new ideas and processes
Take ownership for actions and follow through on tasks until resolved

EDUCATION/KNOWLEDGE
Graduate in any field, 12+3

QUALIFICATIONS & EXPERIENCE
Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Good working knowledge of English and German language, Action Oriented, Detail Oriented and Business Acumen, minimal bachelors degree. SAP experience (SD module) is a big advantage.
All candidates are required to be fluent in English and the language being hired for