Job Description

Commercial Customer Support Specialist The responsibility of the Commercial Customer Support Specialist is to increase customer satisfaction and retention by providing dealers and colleagues with accurate, consistent, timely, and meaningful information. Duties include building rapport and collaborative relationships with customers, enter orders accurately, apply discounts after proper approvals, provide pricing, inform customers of backorders with estimated ship dates, interface with Supply Chain, Accounts Receivable, Marketing, Service, Warehouse and Technical Support, attend product trainings, and maintain organized customer files.

Key responsibilities:

• Develop maximum sales potential out of assigned customers through good customer service techniques, knowledge of the company's products and services.
• Apply knowledge of company products/services to efficiently process customer information and respond to inquiries, concerns and complaints in a diplomatic manner.
• Ensure orders are entered and moved through the system to shipping accurately and promptly.
• Apply correct prices and discounts after seeking or receiving proper approvals.
• Support global key accounts and accounts with special requirements.
• Increase sales by upselling or cross selling where appropriate.
• Remain current on product information and product updates through available resources.
• Analyze customer accounts and promptly make corrections and/or modifications to files.
• Maintain updated, organized files on all assigned customers to include sales orders.
• Contact customers to obtain missing information or data to ensure an accurate customer database.
• Assist other co-workers in the department as needed.
• Support with achievement of relevant KPI targets.
• Provide repair service customer support.
• Improve global customer master data consistency and support standardized workflows for maintenance required for further progression of dependent tools and meaningful reporting.

• Bachelor’s Degree/Diploma preferred, or equivalent combination of education and related experience.
• 1-3 years Customer Service experience supporting customers in the South-east Asia region.
• Strong PC Skills in MS Office, JD Edwards preferred.
• Superior customer service attitude; able to handle difficult customers with diplomacy and tact.
• Excellent communication (oral and written) skills and excellent phone skills.
• Excellent interpersonal skills.
• Strong, accurate data entry skills.
• Good organizational skills with excellent follow-through.
• Good problem-solving skills.
• Previous experience with export documentation.
• Moderate product knowledge in Consumer products.
• Understanding and experience in customer specific portals related to order process, logistics and delivery booking slots.
• Understanding of box moving business.