Customer Service Coordinator

Essential Duties and Responsibilities

• Handles, organizes and responds to customer service calls and email inquiries promptly.
• Communicates with customers to address issues, concerns, requirements and complaints.
• Offers alternative products to customer (if requested product is out of stock) and/or upsells.
• Responds to requests within set Service Level Agreement timeframes.
• Processes orders: checks manual and EDI orders, enters orders into the system before cut-off time or within same day of receipt of order.
• Takes responsibility for organizing and filing designated requests and inquiries, as well as archiving all relevant documents for the Customer Service department.
• Responds to customer calls in a manner that establishes Gates as the foremost service company in our industry, ensures minimal delay in addressing our customers' needs.
• Relays customer quality concerns to the appropriate associates or departments while actively ensuring that customer expectations and requirements are fulfilled.
• Proactively seeks opportunities to enhance services and response times and to provide premium customer service.
• Complies with company policy, procedural, and training requirements, including health and safety.

Keys to Success

• Requires skilled in a range of processes, procedures and systems to carry out assigned tasks or has developed deep skills in a single area
• Requires specialized skills or is multi-skilled developed through job-related training and considerable on-the-job experience

Requirements and Preferred Skills

• • Excellent command of the English language (oral and written)
  • Strong capability to influence and engage while building strong relationships.
  • Excellent listening skills, comprehension of customer needs, and ability to deliver effective solutions accordingly.
  • Confidence in speaking on the phone with customers, preferably in a previous customer service role
  • Selling skills and technical aptitude/understanding.
  • Robust interpersonal and human relation skills, essential for handling a fast-paced office environment and a demanding customer base
  • Ability to work independently, remaining self-driven and focused.
  • Attention to detail
  • Can perform effectively under pressure.
  • Strong organizational skills and prioritization abilities to handle a diverse workload.
  • Ability to collaborate closely with other GAPL staff.
  • Is Values driven and demonstrates accountability, curiosity, collaboration, dedication, and tenacity (which are the corporate values of Gates)

KNOWLEDGE AND QUALIFICATIONS: 

• Minimum of 2-3 years of working experience in a similar role or industry

• Knowledge of best practice Customer Service (relevant qualifications desirable)
• Proficient in using MS Office, MS Teams and other relevant business software.

• Experience with SAP or relevant top tier ERP
• Experience with contact centre system (e.g. Genesys, Amazon Connect, Cisco SIP, Avaya) is advantageous