Customer Service Agent at H.B. Fuller

Customer Service Agent at H.B. Fuller – H.B. Fuller Kenya Job Details

PRIMARY DUTIES

•  For the defined customer area/portfolio, manage all aspects of order cycle, such as Entry, Maintenance, Confirmation, Follow-up to ensure customer satisfaction and hassle-free interface with customers.
•  Handle in a professional manner all Customer interaction and coordinate the final customer response.
•  Communicate with Customers whenever there are changes that might affect their order-
•  SAP administration: update in a timely manner customer master, CoA, invoice query resolutions, customer complaints etc.
•  Liaise regularly with other functions such as Finance, Logistics, SC, & Sales, to ensure OTIF delivery to our customers.
•  Work proactively to ensure all local SHE objectives are achieved, whilst working in compliance with SHE regulations.
•  Control of consignment stocks, where appropriate.
•  Completion of customer portals, where appropriate.
•  Build and/or improve on lasting relationship with customers through knowledgeable communication.
•  Exercise ownership in performance of duties. Seek problem resolutions using appropriate resources in a timely manner while minimizing cost impact to company.
•  Seek to understand and include customer requirements in all operational plans and activities.
•  Provide effective follow up and feedback to ensure customer requirements are being met.
•  Ensure customer and community service standards are considered in all operational activities.
•  Document and initiate dispute resolution process as appropriate to ensure customer satisfaction. Engage sales or customer service management for assistance.
•  Monitor and enforce material allocations with customer while maintaining positive customer relations.
•  Coached and trained, by Customer Service Supervisor and/or senior colleagues, to effectively manage work situations of moderate degree of complexity, which could impact company image and/or sales dollars and cost.

MINIMUM REQUIREMENTS

•  2+ Years’ Experience
•  High school degree; commercial school education
•  Fluency in written and spoken English and at least one other major language
•  You´ll need to have one of the 2:
  • Fluent in English and one of the major languages – Chinese, Spanish, German, Dutch, Greek, Turkish, French etc.
  • At least 2 years experienced in customer support or customer service activities with a regional Scope.
•  The Customer Service Agent reports to a Customer Service Supervisor and will be performing tasks under supervisor guidance while being trained and gaining business acumen.

GENERAL REQUIREMENTS

•  Strong computer competency with high MS Office suite proficiency
•  Customer orientation and ability to adapt/respond to different types of characters
•  Excellent communication and presentation skills
•  Ability to multi-task, prioritize, and manage time effectively meet customer demands and deadlines
•  Strong problem-solving skills