Customer Service Representative (NG)

September 6, 2024

Hyperion Materials & Technologies

Summary

The Customer Service Representative is responsible for maintaining a positive experience for our customers. This position will act as the point of contact on a day-to-day basis, owning the operational relationship with the customer and their duties they perform.

Essential Duties and Responsibilities

Daily processing of orders in an accurate manner
Order Management for European based customers
Responding to customer queries in a timely manner and to the highest standard with an aim to resolve completely first time.
Resolving order, shipping, returns, credits & invoice queries
Dealing with customer complaints, escalating to management as appropriate.
Identifying and communicating resolutions to order delays, missing information, and product availability.
Responding to inquiries from internal customers, such as commercial and other supply chain teams, regarding order tracking information as well as on-hold, back order and high priority statuses.
Providing ongoing feedback to drive efficiencies by identification of process gaps and bottlenecks at a customer level.
Fostering excellent relations with all customers and promoting a professional image of the company

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Work Experience

Education: Some third level preferred or similar experience
Languages: Fluency in English, Italian & Spanish required.
1-2 years' experience in a Customer Service / Order Management role
Proficiency with Microsoft Office: Outlook, Word, Power Point and Excel

Technical Skills/Physical Requirements

Experience working within ERP systems.
Experience with Power BI a plus
Strong communication (written and verbal), interpersonal, and organization skills
Experience with customer order entry of industrial products
Must have the ability to quickly learn Customer Service software applications
Strong team member, building an environment of trust and inclusivity.
High attention to detail required
Ability to work in a fast-paced environment
Ability to work flexible schedule, extended hours and occasional overtime
Ad hoc travel may be required to support business requirements