Customer Service, Italian, Cork

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Customer Service, Italian, Cork

  • Contract
  • Cork
  • Posted 9 months ago

Purcelloleary Recruitment have been assigned to recruit for the following position,

Responsibilities : The primary role of the  Order Management Associate is to support the accurate, efficient and compliant customer order processing for customers

  • Be seen as a “go-to” information resource for Order Management processing and related queries
  • Effectively process all manual orders received through phone, fax & email, ensuring priority for urgent orders, ensuring a positive customer experience
  • Effective manage all customer disputes to resolve any issues with orders, including completing outbound calls to established customers, coordinating with Accounts Receivable or Supply Chain teams and escalating Tier 2 disputes to Analyst / Local team where applicable.
  • Review key metrics & communicate to stakeholders to ensure KPIs are being met
  • Support global/regional  projects with influence on accurate, efficient & compliant order processing
  • Support the overall  Order Management team by demonstrating flexibility in providing cover for team members and training of new team members

Systems

  • Experience with SAP
  • Interaction Client Phone system
  • Experience in Business Warehouse or Business Objects, MS Excel, Word and PowerPoint

Basic Qualifications :

  • 2-3 years’ experience in function with knowledge of order management processing and customer service experience
  • Associates Degree (or equivalent work experience)
  • Fluency in English

Additional Skills/Preferences :

  • Ability to handle complexity and utilize analytical skills, with attention to detail
  • Ability to proactively & effectively analyse & resolve problems
  • Ability to effectively prioritize and complete key tasks and deliverables
  • Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
  • Ability to work in global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external BPO team members

Additional Information :

Compliance

  • Demonstrate a strong compliance oriented mindset & help to build a strong compliance culture
  • Familiarise with all applicable process documentation & training materials to ensure you operate in a fully compliant manner
  • Ensure ownership for all applicable Sox & Operational controls for your area

People

  • Actively work with the core team members, internal customers/business partners, and LSP team members to build effective working relationships

Customer

  • Demonstrate excellence in all interactions with our GBS internal customers & business partners
  • Focus on measuring & improving our internal customer’s experience with the GBS
  • Build and maintain a strong knowledge of product lines within the market

Continuous Improvement

  • Demonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement culture

Actively work with the core team members & Global team to drive improvements

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