Customer Service Representative

The Customer Service Representative at KWAL is tasked with ensuring high levels of customer satisfaction by managing inquiries, resolving issues, and providing timely solutions. This involves comprehensive order management across various channels like EDI, B2B, VMI, and phone, from intake to delivery. The role requires strong customer relationship management and close collaboration with Sales, Planning, and Logistics teams to streamline operations and enhance service quality. The representative will also be involved in identifying sales opportunities, managing customer feedback campaigns, driving continuous improvement based on data analysis, and maintaining accurate customer records.

1. Oversee and manage the entire order processing cycle from intake to delivery.
2. Handle and process customer orders through various channels, including EDI, B2B, VMI, and phone, ensuring accurate data entry into the Sage system.
3. Validate orders by ensuring compliance with logistics trade terms and aligning with credit control for credit sales.
4. Coordinate with the Logistics Team to confirm orders, manage out-of-stock situations, and prepare for peak periods, ensuring timely dispatch and delivery within 24 hours.
5. Collaborate with the Customer Service Administrator on specific customer order requirements.
6. Inform customers about stock availability, promotions, and new products to influence purchasing decisions.
7. Accurately charge orders to approved customer accounts and submit for verification.
8. Track and monitor customer orders, requests, queries, and claims on relevant platforms, adhering to KPIs/PPIs.
9. Process Returns, Quality, and Claims (RQC) according to established internal procedures.
10. Identify and pursue cross-selling and upselling opportunities with new and existing customers, or refer them to Sales Representatives.
11. Recommend products and inform customers about active discounts or promotions.
12. Develop, distribute, maintain, and manage Voice of Customer (VoC) survey campaigns.
13. Contribute to the creation and execution of the annual VoC plan in collaboration with key stakeholders.
14. Manage the inner and outer loop processes, aiming to close the inner loop within 48 hours and periodically analyze data for common pain points.
15. Provide insights to cross-functional teams and initiate improvement projects based on customer feedback.
16. Make data-driven decisions to optimize operations, enhance service quality, and achieve business objectives.
17. Utilize data insights to customize services, improve customer experience, and drive continuous improvement in customer service.
18. Analyze key performance metrics such as ZTO, LTT compliance, customer satisfaction scores, response times, resolution rates, and customer feedback.
19. Interpret performance data from CS&L dashboards.
20. Document all customer interactions, including inquiries, complaints, and resolutions, in the customer service database.
21. Maintain accurate and current customer records, reflecting any updates from interactions.
22. Generate reports on customer interactions and issues to inform service improvements.

1. A Diploma qualification.
2. At least 4 years of relevant experience in customer service.