Customer Support Executive
Job Description
To be an effective point of liaison between salesman, customers, and internal departments. To be responsible for all sales-related support functions and handle the day-to-day business activities of active accounts of the Company. Will have primary responsibility for managing existing business, but will report to the Customer Support Manager.
Responsibilities
· To effectively manage the customers of Pacman-CCL and ensure top service levels are maintained to develop long-term business relationships. Management of customer orders includes receiving, checking, and processing of orders. · Directly address any pending customer issues by interacting with those customers via phone fax, email, and possibly in person. Where necessary seek support from Customer Support Manager in addressing these issues. · Internal communication with required departments during various stages of orders, pending artworks, deliveries, communicate the status on a regular basis to the salesman/ customers. · Alerting the sales/ support teams of any issues that may impact order status. Also maintaining consistent communication channels with customers, and be responsible to pass on important information to relevant departments. · Liaise with the production and dispatch department in connection with order processing and deliveries. · Prepare and update released order tracking sheets. · Coordinating with various functions within the company to ensure all jobs are completed within agreed terms. · Creating new label ID for any new artwork received, maintaining and updating Repro Dept. job schedule file for any artwork requisitions given to Repro. · Updating sales projections and daily sales figures. · Responsible for following up on payments due on a weekly basis and updating respective Sales managers and accounts department on incoming payments. · Maintain individual customer files. · Perform other duties whenever required. Attributes Required · A thorough understanding of order management processes, systems, and overall customer support functions and a thorough understanding of customers' processes, structure, requirements, and objectives. · Must be a good listener and a great problem–solver to every customer. · Confidence and a positive attitude to work. · Excellent people skills and ability to tackle any situation promptly. · Honesty, integrity, and initiative with a creative approach to problem-solving. Skills, Knowledge, Experience Required · A Bachelor’s Degree with a sound understanding of the printing and packaging industry would be a distinct advantage. · Strong organization and computer skills. · Advanced knowledge of Word, Excel, and PowerPoint coupled with experience in CRM systems · Ability to manage time and workload effectively. · Excellent communication skills in all forms including written, oral, email, telephone, and presentation in English. · Capable of working independently and having responsibility as an individual. · Strong level of comfort in dealing with people from diverse cultures, countries, and backgrounds. · Highly motivated and competent. · A positive outlook and determined approach. Functional Competencies Required · Ability to analyze and resolve complex customer issues with minimal supervision. · Must have a strong ability to multitask and prioritize based on customer demands and workload. · Confidence to communicate independently with customers and show initiative as well as problem-solving abilities. Job Type: Full-time Application Question(s):
- Do you have customer support experience?
- Do you have experience in label printing industry?