Responsibilities:

• Manage inbound customer inquiries, both over the phone and via email, which includes handling order management, credit and return requests, complaints, and general inquiries.
• Escalate customer inquiries to the relevant stakeholders when necessary.
• Provide support for the purchasing process.
• Continuously enhance existing business processes and practices.
• Monitor and respond to customer requests for samples and quotes (RFQs) and input daily RFQs into the internal quotation system.
• Utilize the CRM platform.
• Improve the company's Net Promoter Score (NPS) performance.
• Consistently meet key Service Level Agreements (SLAs), including processing purchase orders, responding to complaints, resolving complaints, and minimizing credit and return rates.
• Enhance response times by efficiently managing customer inquiries.
• Maintain a consistent reduction in credit and return rates.

Requirements:

• Proficiency in English at an advanced level.
• Exceptional customer service skills.
• Strong capabilities in problem-solving, conflict resolution, time management, and decision-making.
• Highly motivated with excellent communication abilities.
• Proficient in using the company's computer systems.