Customer Excellence Coordinator - Dublin 12., Dublin City
Client:
ICDS Recruitment
Location:
Dublin City, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
e45648135cbc
Job Views:
74
Posted:
03.03.2025
Expiry Date:
17.04.2025
Job Description:
Customer Excellence Coordinator - Dublin 12.
In this role, your core responsibilities will focus on providing exceptional customer service and supporting the efficient management of customer queries, orders, and administrative tasks. You will play a key role in ensuring timely deliveries, managing service fulfilment, and fostering strong relationships with both internal teams and customers.
Key Responsibilities:
Daily Customer Activities:
* Professionally manage and resolve customer inquiries.
* Oversee the service fulfilment process, ensuring timely deliveries.
* Proactively follow up on orders, delays, and backorders, providing regular updates to customers.
* Efficiently process returns, debits, and credits, providing timely resolutions.
* Handle customer orders, ensuring accuracy and timely processing.
* Manage consignment stock within the Hospital Channel.
* Actively monitor and process quotation requests from both Salesforce and customer emails, ensuring SAP quotations are handled efficiently.
Customer Support:
* Take a customer-first approach to address and resolve queries, providing accurate and timely responses.
* Identify and assess customer needs, ensuring their satisfaction.
* Maintain a positive and calm demeanor when handling customer requests, even in challenging situations.
* Continuously improve product and business knowledge to provide top-tier customer support.
* Act as a representative of the company’s values, fostering strong relationships between various departments and customers.
Additional Responsibilities:
* Provide administrative and sales support as needed.
* Offer support to colleagues during periods of absence (annual leave or sick leave).
Core Activities:
* Process and manage both automated and manual orders.
* Respond to customer queries, providing updates on order statuses.
* Communicate any product or delivery delays promptly to customers, aiming to minimize frustration.
* Process returns, debits, and credits efficiently, keeping customer satisfaction at the forefront.
* Complete consignment processes for relevant products and services.
* Handle SAP quotation requests by monitoring Salesforce and customer emails, ensuring that pricing is accurate and aligned with tender or contract agreements.
Customer Support Functions:
* Respond to customer inquiries promptly, ensuring clear and comprehensive communication.
* Utilize resources such as knowledge bases to answer product-related questions.
* Address customer complaints according to company policies while maintaining a customer-focused approach.
* Handle queries from phone calls, emails, and future online chats, ensuring all are managed efficiently.
* Build and maintain strong customer relationships by taking ownership of requests and finding solutions.
* Attend all product and business training sessions to enhance product knowledge and improve customer service.
* Participate in meetings related to new product launches or training, ensuring you are well-informed to answer queries.
Key Requirements:
* SAP Experience: Essential for this role.
* Time Management: Ability to prioritize tasks and manage time efficiently.
* Interpersonal Skills: Strong active listening and communication skills.
* Calm Under Pressure: Ability to remain composed and professional in high-pressure situations.
* Customer-Centric: A commitment to listening to customers, being patient, and providing thoughtful solutions.
* Organizational Skills: High level of attention to detail and organizational capability.
* Teamwork: Ability to collaborate effectively with other team members.
* CRM Experience: Familiarity with CRM systems such as Salesforce.
* Willingness to Travel: Occasional travel within Ireland may be required.
This role demands a commitment to delivering superior customer service, with a focus on quality, care, and attention to detail in all interactions with internal and external stakeholders.
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