Customer Resolution Specialist

Job Description:

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

Professional skills

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

Experience Level:

Professional

Contract Type:

Fixed term

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

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.

Company:

Satair (Beijing) Co. Limited

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.

• 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

• 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

• 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's business

• Familiar with work-related routines under SATAIR ERP system

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

Job Family:

Material Support & services <JF-CS-MS>

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