Sr. Customer Service Representative Bardi

Sr. Customer Service Representative
Bardi
Emilia Romagna, Bardi

Job Title**:Sr.

Customer Service Representative

**Reports To**: Customer Care Manager Italy

Group/Division: IES

Career Band: 3

Position Location: Rodano

**Position Objective

- As a Dispatch/Scheduler/Customer Care Agent you will be responsible for processing Customer requests according to the divisional guidelines.

You will take care of Customer needs coming on ULS. IT. Scheduling department through mail, phone and fax.

- Part of your responsibility will be identifying the right resource/Field Service Engineer representative based on Customer request type.

**Essential Functions

- Take care of Customer needs

- Handle incoming phone calls, mails, faxes related to scheduling of FSE's calendar

- Translate the incoming request into a C4s Ticket

- Dispatch the tickets to the appropriate FSE representative through systems

- Schedule Planned tickets and Reschedule Corrective tickets in order to organize the Calendar of FSEs

- Interact with Service Managers and other internal functions in order to facilitate customer communications and needs

- Update and maintain database info

- Escalate any customer issues in a timely manner

- To be aligned with our SOP and procedures for quality management

- Management of Specific Customer's requests

**Education**:

- Experience and proven record of accomplishments in Customer Service or other site departments.

**Experience & Skills required for this specific role

- Excellent communication skills

- Good written and oral communication skills are essential, fluent English language required

- Experience with SAP System and C4s System

- Excellent Capability to communicate with customers, Drs team and Field

- Preferably experience in a customer quote/order administrator/support role

- Process customer needs according to instructions and internal guidelines/SOPs

- Deal with new account set up and changes

- Must possess excellent administration, organizational aptitude and the ability to plan and time manage various tasks

- Must be able to work effectively both on an individual level and within a team environment

- A high level of accuracy is essential

**Minimum Basic Requisites**:

- Track record of being able to multi-task and work in a flexible work environment

- You are required to be smartly presented at all times and have a professional approach when dealing with customers and key stakeholders

- Demonstrate ability to effectively communicate in Italian and English, both orally and in writing

- Possess excellent problem-solving skills