• Lead the tracking of Customer Service KPIs to drive improvement in Service, Lead Time, Order vs Forecast accuracy and Order Acknowledge Response Time
• Lead deep dive of KPI misses with the team and support the implementation of action plans to improve KPI targets
• Put in place the right systems/ process/ tools to improve overall Customer Service process
• Work with commercial, supply chain and operations teams to improve communication flows across multifunction teams
• Work with IT to drive automation of daily transactional activities
• Work with Finance to ensure compliance and right segregation of duties
• Translate business requirements into technical requirements for work process automation to improve productivity in Customer Service team
• Main point of contact for any questions and problems regarding Customer Service work process and system troubleshooting
• Lead the continuous development of local/regional S&OP processes to ensure accuracy and consistency of information flows

Skills: KPI Management, Process Improvement, System Implementation, Cross-Functional Collaboration, Automation Initiatives, Compliance Assurance, Technical Translation, S&OP Leadership

• Serve as point of contact for internal partners and external clients, interacting with key teams to identify and resolve client's issues
• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
• Conduct necessary analysis to address client needs
• Ensure that the cases are resolved within pre-defined standard turnaround time
• Ensure timely updates of client cases by pre-defined frequency
• Identifying root causes and championing the initiative to improve/fix the issues
• Identify strengths, weaknesses, opportunities for user experience
• Implement and follow up on the activities identified to secure customer-focused easy processes
• Assist in requirements gathering, analysis, testing of incoming customer requests, including effectively documenting and articulating tactical requirements to other stakeholders for the purpose of developing solutions.
• Help to improve customer retention, reduce churn and increase customer satisfaction.

Skills: Client Coordination, Issue Resolution, Efficiency Analysis, Case Management, Root Cause Analysis, Process Optimization, User Experience Evaluation, Customer Retention Enhancement

• Support launching and scaling operations in multiple cities
• Develop and implement action plans to improve performance, providing direction and guidance to all department leaders within the country
• Drive improvements of key performance indicators (KPIs) such as Order Picking Time, Riding Time, Order Defect Rate, Product Availability, and Cost Per Order
• Assist employees in understanding their specific mandatory compliance activities and requirements.
• Provide detailed guidance via phone, email, and chat tools
• Answer questions related to the fundamental compliance standards.
• Handle a large volume of customer interactions professionally and accurately
• Quickly and accurately document customer interactions in customer management tool (Service Now)
• Manage contract review and reconciliation including commercial and legal terms
• Support production and service teams (supply chain, shop supplies, tooling, scheduling, communication, coordination)

Skills: Operations Scaling, Performance Improvement, KPI Enhancement, Compliance Support, Communication Guidance, Customer Interaction Management, Contract Management, Production Team Support

• Responds to inquiries and questions in a timely manner
• Analyzes inquiry data to inform customer training topics and training programs.
• Tests functionality of newly released applications
• Collects/enters data into data collection program within set timeliness and accuracy performance standards.
• Communicates effectively with internal stakeholders to provide information and answer questions.
• Works within a team to complete data entry and related tasks.
• Works within a team to accomplish other duties on projects to meet necessary deadlines.
• Provides training and guidance to Customer Service Operations in area of expertise
• Manage local fleet including emissions, insurance, registration, etc
• Follow inventory control procedures as instructed and assist with physical inventory counts
• Promote a professional company image by providing industry leading customer service

Skills: Inquiry Response, Data Analysis, Application Testing, Data Entry Accuracy, Internal Communication, Team Collaboration, Expert Training, Fleet Management

• Manage assigned customer relationships, tracking quotations and conducting timely follow-up on customer inquiries.
• Support sales team with timely completion of parts quotes, providing relevant technical and applicable information 
• Coordinate customer visits based on order requirements.
• Proper order entry to ensure commercial terms and conditions, and quality requirements are recorded for service center compliance.
• Complete accurate recording of cost information from historical data, supplier quotes, and internal manufacturing resources for the accurate preparation of cost estimates and quotes.
• Plan, buy, and expedite service and materials required for orders, contacting vendors to determine product availability, application, price, shipping dates, and delivery charges.
• Generate order progress reports 
• Timely response to all customer needs and requests, investigating issues as they arise.
• Coordinating with appropriate teams to plan for on-time delivery.
• Plan and lead customer visits to the facility 
• Prepare purchase orders and maintain records for incoming items.

Skills: Customer Relationship Management, Sales Support, Visit Coordination, Order Entry Accuracy, Cost Estimation, Procurement Management, Progress Reporting, Purchase Order Preparation

• Produce reporting and KPI tracking to help management understand Contact-Center operations and make informed decisions.
• Format information and produce associated visuals, charts and graphs.
• Create and execute MS SQL and Access queries for a variety of performance, statistical and ad hoc business reports.
• Pull and examine relevant information from different sources, including AS400, SQL database, phone system and relational databases.
• Translate data findings into clearly written, actionable recommendations for upper management based on analysis.
• Follow inventory control procedures as instructed and assist with physical inventory counts as directed by the supervisor.
• Update pricing records as advised.
• Ability to work independently and within a team environment.
• Manage all orders and jobs to ensure applicable revenue and costs are captured with necessary documentation to facilitate financial audits and GAAP compliance
• Ensure complete and accurate data is present and accounted for to facilitate financial reconciliations and to report on expenditures and profitability

Skills: KPI Tracking, Data Visualization, SQL Execution, Data Analysis, Inventory Management, Pricing Updates, Financial Compliance, Data Reconciliation

• Ensure that activities support facility objectives.
• Acts as company representative to customers and carriers, ensuring all customer requirements are met.
• Responds to customer service inquiries concerning account activities, priorities, and status.
• Prepares and analyzes reports.
• Maintains various systems.
• Performs all functions in a timely manner.
• Cross-trains and performs other administrative functions.
• Analyze databases and provide insights to improve Courier Support Operations
• Control and monitor performance metrics of Courier Operations and identify red flags and improvement opportunities
• Responsible for the data and action plans to decrease the Support tickets inflow working closely with the CRM and product teams

Skills: Facility Support, Customer Liaison, Inquiry Response, Report Analysis, System Maintenance, Cross-Training, Database Analysis, Performance Monitoring

• Demonstrated expertise with Word, Excel, Access, and other MS Office suite applications
• Excellent communication skills, organizational skills, and the ability to research and resolve issues
• Strong problem solving and analytical skills
• Excellent decision-making skills and understanding of when to communicate issues to Management
• Good understanding of intra-department functions and operations. Ability to listen to a request and deliver a resolution that meets the requestor’s needs
• Ability to sit for extended periods of time in a relatively stationary position
• Experience in customer service and inventory control procedures.
• Strong written and verbal communication skills are required to interface with customers and employees.
• Must have strong organizational skills, the ability to multi-task and be able to work in a fast-paced environment.
• Previous accounting experience

Qualifications: BS in Data Analytics with 2 years of Experience

• Demonstrated ability to apply data analysis techniques to interpret and communicate results effectively.
• Strong experience in facilitating & presenting outcomes through effective stakeholder management and relationships.
• Strong conceptual and analytical skills evidenced through ability to describe relationships between strategic and operational elements.
• High degree of business acumen, with the ability to interpret requirements and deliver within a changing environment.
• Ability/experience in working in a fast-paced environment with conflicting priorities and deadlines.
• In-depth knowledge of how to handle customer complaints.
• Strong, analytical focus that enables the identification of trends and opportunities.
• IT Literate with an expert understanding of Excel and PowerPoint.
• Excellent letter writing skills and strong Customer Service background

Qualifications: BS in Information Systems with 3 years of Experience

• Previous relevant banking experience.
• Experience in customer experience/service/call centre
• Must be comfortable in handling technical system application issues and enquiries
• Possess ability to present concepts and influence/lead change
• Deliver high-quality customer service with focus on building client relationship and achieving quality results consistently.
• Experience in customer service in consumer goods and customer service
• Proficient in SAP and ATPVMI and EDI
• Strong Microsoft Excel proficiency (v-lookup, pivot tables)
• Ability to multi-task and work under pressure with tight deadlines
• Clear understanding of supply chain and warehouse best practices

Qualifications: BS in Management Information Systems with 2 years of Experience

• Solid relationship management and performance management skills
• Strong customer service orientation
• Comfortable working face to face with the customer
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Ability to conduct research into data, process or software issues 
• Ability to present ideas in a business-friendly and user-friendly language
• Highly self-motivated and directed and strong attention to detail
• Team-oriented and skilled in working within a collaborative environment
• Working knowledge of Microsoft Outlook, Excel, Word and PowerPoint

Qualifications: BS in Statistics with 1 year of Experience

• Strong understanding of Microsoft Office (Excel, Word, Access) and SQL.
• Experience with Power BI and/or data visual techniques 
• Detail-oriented with advanced data and statistical analysis skills.
• Experience in customer service or supply chain
• MS Excel and SAP experience 
• Excellent communication and problem-solving skills
• Strong self-organizational skills and good attention to detail
• Flexibility and ability to work effectively in a dynamic environment
• Ability to identify, manage and implement small process improvement
• Strong understanding of customer service principles
• Proven experience in an application software environment working with Oracle Applications and/or Oracle Server Technologies 

Qualifications: BS in Economics with 5 years of Experience

• Strong analytical skills including the ability to analyze and interpret data
• Skilled in all basic MS Office products and working knowledge of ERP systems (preferably Epicor)
• Cognitive ability and inclination to solve problems and will recommend specific/ innovative changes to effect improved efficiencies
• Demonstrated ability to interact with customers, sales and management
• Excellent computer skills (proficient in Microsoft Office software)
• Strong written and verbal communication skills 
• Demonstrate a sense of urgency, motivation, and tenacity in achieving objectives.
• Demonstrates resourcefulness by exploring a range of alternatives and options to resolve problems
• Quickly recognizes new problems and develops solutions within appropriate time scales.

Qualifications: BA in Business Administration with 4 years of Experience