Our US Customer Services team is looking to hire a Customer Service Representative who will work as an integral part of the department by providing outstanding customer service to our internal and external customers. This role will be blended-working; you’ll work 3 days a week in the Philadelphia office and 2 days a week from home. Due to the on-site requirement, we are only considering candidates who are in a close proximity and commutable distance to our office in Philadelphia, Pennsylvania.What you'll be doing:Be the primary Customer Service contact for assigned strategic accounts, building and maintaining strong, long-lasting customer relationships through effective communication and engagement. Serve as the trusted advisor and advocate for customers, understanding their business objectives and challenges. Manage and monitor assigned customer accounts, proactively addressing any concerns or risks, conducting regular check-ins and account reviews with Commercial colleagues.  Take ownership of customer queries through to resolution in line with policies/procedures, KPI’s, and Customer First training best practice. Striving to increase customer satisfaction/first-time resolution, and reduce the need for customers to contact.   Take responsibility for the processing of orders, invoices, quotes, returns, and claims within SLA, meeting QA standards.  Escalate issues to Team Leaders and Managers where appropriate. Resolve product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution. On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team. Manage day-to-day business processes, liaising with other departments where appropriate. Create and update Standard Operating Procedures (SOP) or suggest amendments to relevant teams. Maintain knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge. Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed. Work effectively with the team to achieve individual, team, and departmental objectives, sharing knowledge and skills as appropriate. Providing support to team members, assisting with training as appropriate. Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity, or reduce costs. Using SAP/Salesforce to manage customer contacts and workflow in line with the SOP. Working to agreed KPIs and targets, including quality assurance. Using SAP/Salesforce to manage orders/invoicing. You achieve personal objectives and work to agreed KPIs and targets, including quality assurance. In addition to the above, this role will be expected to help with projects and workload as determined by business needs and the Manager.
