Customer Service Specialist

BASIC FUNCTION

The customer service specialist manages the accurate and timely execution of the order fulfillment process for customers. The jobholder is the main point of contact for all customer related issues. This encompasses order receipt and co-ordination of product and transport availability, timely delivery, documentation, handling of customer complaint and up to invoicing. Participates in interdepartmental projects and support the training for new customer service staff.

RESPONSIBILITIES AND ACCOUNTABILITIES

• Provide support for Customer Service activities including the following and any additional activities assigned by the supervisor.
• Deliver highest quality service to customers in AFMEI by handling customer requests in a timely and professional manner
• Service Level KPI for customer service
• Customer Service Process Matrix

PERSON SPECIFICATION:

Education:

• University or equivalent in business management.

Work Experience:

• Minimum 5 years in manufacturing, supply chain, or technical business function.

• Experience in Customer service, preferred knowledge of S&OP & Logistic,

• Deep knowledge on ERP system, expert in SD process flow in SAP & knowledge of MM process flow.

Licenses & Certifications:

• Quality management

Critical Competencies/Behaviors:

Drive for results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Building Effective Teams - Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Decision Quality - Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

Priority setting – Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Business Acumen - Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Organizational Agility - Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.

Motivating Others - Creates a climate in which people want to do their best; inspires and empowers others to go above and beyond; invites input from others and shares ownership and visibility; creates strong morale within the team; shares wins and successes with others; fosters open dialogue; takes responsibility and holds self and others accountable for their work.