NEW JOB OPENING
CUSTOMER SERVICE OPERATIONS SPECIALIST ORDER-TO-CASH & SUPPLY CHAIN
IN Rocky Hill, CT, USA!

Required Education

• High school diploma or Equivalent



Required Qualifications/Skills/Experience

• 2–5 years of experience in Customer Service, Supply Chain, or Sales

• Customer-facing operations experience, such as Customer Service or Sales

• Knowledge of the Order-to-Cash (OTC) process

• Experience with cloud-based solutions, such as Service Cloud, ERP systems, such as SAP, or other IT applications

• Understanding of Supply Chain processes

• Ability to provide a customer-centric experience and manage customer interactions professionally

• Ability to collaborate effectively with internal departments and functions

• Ability to prioritize workflow and complete work according to required standards for productivity, quality, and timeliness



Customer Service Operations Overview

• Deliver an exceptional Customer Service Experience (CSX) by being accountable for the end-to-end customer journey and collecting feedback to support continuous improvement

• Serve as the primary point of contact for current and new customers while collaborating with relevant internal departments to meet customer expectations and needs

• Manage customer-facing activities, Order-to-Cash (OTC), and Customer-Service-Management (CSM) processes, with a focus on customer interactions

• Support customer relationships by addressing supply, commercial, and application inquiries, identifying opportunities to improve customer satisfaction, and maintaining accurate CRM data

• Collaborate with Customer Service Experience (CSX), Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain teams through systems such as Service Cloud and SAP

• Contribute to customer experience initiatives, continuous improvement, operational efficiency, and performance management



Job Duties

• Act as a single point of contact for customers and maintain a customer-centric mindset in day-to-day interactions

• Set and meet customer expectations while providing a positive, professional, and stress-free experience

• Run Order-to-Cash (OTC) and Customer-Service-Management (CSM) processes, focusing primarily on customer interaction activities, including inbound and outbound communications

• Contribute to the understanding of customer segments, trends, needs, and expectations by reporting on and providing feedback from customer interactions

• Build customer trust and relationships by supporting supply, commercial, and application inquiries

• Collect customer feedback and identify opportunities to improve customer satisfaction, including through regular customer visits

• Enter relevant customer information into the Customer Relationship Management (CRM) system after each customer contact

• Create call plans, maintain quality customer data, support customer retention and business development activities, and schedule follow-up actions

• Provide quality customer service while identifying opportunities to secure new business or support customer retention

• Handle customer cases and complex queries to minimize disruption and downtime

• Collaborate closely with internal partners and functions, including CSX, Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain

• Use Service Cloud to align priorities between customer expectations and Supply Chain capabilities

• Monitor and ensure delivery of commitments made by other functions

• Support implementation of customer experience initiatives, tools, and processes, including customer experience testing

• Differentiate service for customers according to customer segmentation, service levels, and customer satisfaction levels

• Review existing operations and generate ideas for continuous improvement

• Identify opportunities to enhance operational efficiencies, streamline workflows, and improve the customer experience

• Prioritize daily workflow and ensure work is completed according to required productivity, quality, and timeliness standards

• Use KPIs, performance management systems, and reports to improve personal performance

• Utilize customer service supporting systems and tools, including SAP and Service Cloud

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**