Puma Job Title:  Customer Service Representative (CSR)

Key Relationships:

• Internal – Pricing, Credit, Delivery Scheduler, Sales, Terminals
• External – internal/External customers

Function:   

Responsible for handling the front-end customer interface, managing customer calls or e-mails professionally and efficiently. Responsible for creating Offers and Orders within Navision and for adequately handling customer inquiries. Handles all back-end support activities related to invoicing, credit notes and debit notes, ensuring proper approval has been received prior to executing such transactions.

Key responsibilities:

Managing customer product orders

Answers inbound customer calls related to the order-to-cash process. Creates Offers and Orders in Navision received through calls, e-mails or other means. Adheres to call center best practices complying with existing rules and attending customers within expected service levels. Generates outbound calls to customers when required. Ensures data is recorded without errors facilitating a smooth operation.

Managing customer requests.

Receives and follows-up with the adequate team on customer requests and ensures customers receive timely answers. Promptly escalates any issues to the CS Supervisor in order to maintain satisfactory response times.

Internal customers.

Supports Terminal staff with invoicing requirements and offers adequate support to sales representatives. Provides support to other teams when needed.

Back-end support.

Generates Credit and/or Debit notes as a result of product diversions, price adjustments, rents, franchises, rebates and any other business requirement. Responsible to ensure proper approval has been received prior to executing such transactions. Complies with all control standards and available procedures.

Requirements:

Experience:

• High-school degree. Undergraduate University studies a plus.
• Background in Call Center activities is an advantage.
• Experience in dealing with external customers preferred.

Skills: 

• Proficient in Microsoft Office and Outlook.
• At a minimum basic knowledge of the English language.

Competencies:

• Excellent verbal and written communication
• Conflict handling skills
• Able to prioritize work tasks
• Able to handle fast moving and high pressure customer facing environment
• Problem solving skills
• Customer Service oriented
• Quick learner
• Excellent planning and organization skills
• Proactive and detail-oriented
• Team player