Supervisor de Customer Experience at Afya overseeing retention strategies and performance metrics. Leading team development and contributing to operational efficiency in healthcare solutions.
About the role
- Senior Customer Service Specialist handling orders and customer enquiries via phone and email at PPG, global coatings company. Ensuring order processing, export compliance and complaint resolution.
Responsibilities
- Communicating with customers through phone and e-mail
- Make use of shared mailbox for business communication and categorize and archive messages in line with guidelines
- Process orders in time (depending on segment, country and shipping location and customer segmentation) and respond promptly to customer requirements
- Monitor orders making use of standard tools (ERP) and communicate and coordinate with stakeholders and customers as necessary
- Assure export compliance check (Amber Road) is performed when creating delivery address or new partner
- Log customer complaints in the CAIR system using the standard error codes
- Take action and offer solutions to enquiries and complaints in compliance with delegation of authority, follow up to ensure resolution
- Build sustainable relationships and trust with customers through open and interactive communication
- Follow customer service best practices, procedures, PPG guidelines and policies and legal requirements
- Maintaining a positive, empathetic and professional attitude toward internal and external customers at all times.
- Prepare input for the daily meeting “daily huddle” of the team: priorities for today and hurdles. Give feedback on the Mission Status Report, KPI’s, team results and open actions during the weekly or monthly meeting
Requirements
- Secondary education or higher and/or 2+ years of relevant experience (in Order Management or Customer Service)
- Fluency in English
- Familiarity with MS Office environment
- Oracle or SAP knowledge would be considered an asset
- Good communication skills
- Cooperation within the team
- Conscientiousness
- Problem solving
Benefits
- PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets.
- Other incentives may apply.
- Our employee benefits programs are designed to support the health and well-being of our employees.
- Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.
- Access to world-class customers, industry experts, leading-edge technology, and global colleagues.
- Hybrid work model (Wrocław; hybrid locations listed).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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