Customer Service Specialist
Lonza
San José,CR
hace 8 días

At Lonza, we invest in great people. We encourage our employees to challenge themselves and we offer an environment that fosters creativity and success.

Headquartered in Basel, Switzerland, we operate production, R&D, and business sites around the world, including Europe, North America, and Asia.

Our vision :

We strive to be the leading supplier using science and technology to improve the quality of life.

Our mission :

We work with passion, using advanced technologies, to transform life science into new possibilities for our customers.

Do you want to help us as we shape the future of this great organization?

Summary

The Customer Service Specialist (CSS) is responsible for establishing and maintaining exceptional customer service and customer satisfaction for standard account base.

Responsibilities

  • Process and verify the accuracy of orders from customer received by email, telephone, EDI or other with attention to detail and accuracy for accounts as assigned.
  • Initiates required action for response to customer service requests for order changes, including maintenance of order and communicates changes to the appropriate personnel / departments.
  • Ensures and provides quality service to both internal and external customers. Builds and maintains ongoing relationships with customers.
  • Serves as communication link between customers and sales team to assure customer’s needs are met.
  • Initiate meetings to resolve customer issues due to order delay, backorders, returns, etc. with the appropriate teams i.
  • e. Product Management, Quality Managers, Transportation, Warehousing, etc.

  • Responsible for the timely resolution and communication to a variety of customer complaints and issues including the implementation of corrective action plans relating to customer service working with the Complaints Specialist.
  • Maintains SAP master data by updating account information. Provide back up support to team for support or when out of the office due to vacation, travel or sick.
  • Education and Laguage

  • High School Diploma.
  • Fluent English (C1).
  • Qualifications

  • 2 years of experience in order management process (receive and process orders while keeping client inform till the order is complete).
  • Proven experience handling customer service true mail and phone.
  • Hands on experience of using Microsoft Office (in particular MS Excel).
  • Experience in SAP SD module (Sales and Distribution) is a nice to have.
  • Ability to work in a fast paced environment and to interface with various levels of management.
  • Demonstrate problem solving skills to the day to day challenges that could be presented in a Share Service environment.
  • Be able to balance, prioritize and organize multiple tasks with accuracy
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