Assisting Clients with Order Inquiries:

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• Responding promptly to client inquiries about the status of their orders.

• Providing accurate and up-to-date information regarding order production and delivery timelines.

• Addressing any concerns or queries related to order processing and shipment.

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Order Log and Complaint Management:​

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• Managing the export backlog, ensuring smooth and efficient handling of export orders.

• Recording and analyzing customer complaints, identifying patterns, and proposing improvement strategies.

• Conducting weekly categorical analysis to identify recurring complaints and general issues.

• Maintaining and updating the order log to track the progress of orders from placement to delivery.

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International Customer Service Coordination:

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• Collaborating with the international customer service team in Chicago to coordinate shipment, requests, and payments for clients.

• Ensuring seamless communication and alignment between local and international customer service operations.

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Minutes of the Meeting and Daily Delayed Delivery Analysis:

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• Taking detailed minutes during meetings with clients or internal teams to record important decisions and action points.

• Analyzing daily delayed deliveries and identifying the main issues causing delays.

• Presenting the findings to the relevant stakeholders and proposing solutions for improvement.

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Customer Focus and Enquiry Handling:

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• Maintaining a customer-focused approach at all times, ensuring a high level of professionalism and courtesy in interactions.

• Responding to customer inquiries using standard guidelines and providing consistent and accurate information.

• Taking ownership of customer complaints and queries, proactively following through to resolution.

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Escalation and Communication:

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• Escalating complex or unresolved customer queries to the appropriate supervisor or manager.

• Ensuring timely and effective communication with customers, keeping them informed about the status of their inquiries and issues.

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Assisting Application Engineers and Customer Service Manager:

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• Supporting Application Engineers in making order transmittals to ensure timely processing.

• Providing backup assistance to the Customer Service Manager when required, helping with daily tasks and activities.

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Customer Service Process and Market Segment Awareness:

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• Maintaining a comprehensive understanding of each customer service process for different market segments.

• Identifying and communicating any challenges or improvement opportunities to the Customer Service Manager.