Job Purpose Summary:
Critical to our success, Customer Service Representatives have a global reach within CMS, interacting with all our territories. Their actions impact customer satisfaction and profitability. They deal with queries from stakeholders inside (sales, warehouse, logistics, accounts receivables, accounts payable & product management) and outside (customers, vendors & logistic partners). Our representatives ensure all queries are resolved to a high standard in the most efficient manner.
Role Responsibilities
* Respond to stakeholder queries in a prompt and positive manner.
* Investigate and solve customers' problems, which may be complex or long-standing, and have initiated payment hold against CMS by the customer.
* Act in a way that always enhances CMS's reputation and boosts the customer experience, often in the context of a prior failure in the customer's eyes.
* Respond to other departments' requests for assistance as required, which may be quick and simple, or complicated and long-winded.
* React to issues raised by logistic partners - exception reporting, incident handling and such like.
Main Tasks
* Verify Return Material Authorisation (RMA) requests in line with the agreed procedures.
* Ensure the correct checks and balances have been completed before committing CMS to a course of action, this can involve liaising with Customer, Sales and Product Management teams.
* Safeguard CMS's interest by ensuring the calculation for refund is accurate at all times; during Q1 2019 we were responsible for £10m of credits to customers.
* Working to tight Service Level Agreements with major retail customers.
* Ensuring the competing demands from the retail customers are carefully managed to avoid a breach of contractual SLAs.
Tasks
* Escalating issues promptly and in a concise/summarised manner to relevant management team so that quick and effective decisions can be taken.
* Validating all RMA credits before release.
* All RMA credits are manually released to allow a double check to be performed before the credit is issued.
* Updating the credit data with relevant Debit Note information from certain retail customers (often only available after the RMA shipment has arrived into CMS so excellent administration skills are required).
Additonal Responsibilities
* Liaising with the multitude of courier partners.
* Provide Proof Of Delivery (PODs) to customers by liaising with the relevant courier companies, occasionally having to work out which courier was used.
* Use courier's portal to handle exceptions to proactively minimise failed deliveries and enhance customer experience.
* Monitor certain retail customer's shipments to proactively highlight to Sales the potential for financial penalties.
Personal Attributes
* We seek people with Attitude & Aptitude: willingness to go the extra mile, to seek opportunities to better ourselves or the customer experience, being a self-motivator.
* Able to quickly adapt to the changing nature of our work, using prior experience or learning 'on-the-job' to remain agile to opportunities & threats.
Qualifications
* PREFERRED: recognised degree in any subject.
* REQUIRED: good High School qualifications.
* CONSIDERED: Qualified By Experience (minimum 1 year's experience in similar role).
Key Traits
CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.