NEW JOB OPENING
CUSTOMER OPERATIONS SPECIALIST SUPPLY CHAIN
IN Bridgewater, NJ, USA!

Required Education

· High School Diploma



Required Qualifications/Skills/Experience

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

· Experience in customer-facing operations, including Customer Service or Sales

· Knowledge of Order-to-Cash (OTC) processes

· Experience with cloud-based solutions such as Service Cloud

· Experience with ERP systems such as SAP

· Experience using IT applications and customer service supporting systems

· Understanding of Supply Chain processes

· Ability to deliver an exceptional customer service experience and maintain a customer-centric mindset

· Ability to manage customer interactions and serve as a single point of contact

· Ability to collaborate with internal departments and functions to meet customer expectations and needs

· Ability to prioritize workflow and complete work according to required standards of productivity, quality, and timeliness



Preferred Qualifications/Skills/Experience

· Spanish or French language skills



Customer Service Experience Specialist Overview

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

· Act as the single point of contact for current and new customers while collaborating with relevant internal departments to meet customer expectations and needs

· Manage OTC and Customer Service activities with a focus on customer-facing interactions, including inbound and outbound communications

· Serve as the Voice of the Customer by reporting on customer interactions, understanding customer needs and expectations, building customer trust and relationships, and identifying opportunities to improve customer satisfaction

· Support supply, commercial, and application inquiries while collecting feedback and supporting customer retention and business development activities

· Maintain quality CRM data following customer contacts, including call plans and scheduled follow-up actions

· Collaborate with CSX, CoE, GBS+, Supply Chain, and other internal functions through Service Cloud to align priorities and monitor commitments

· Support customer experience initiatives, tools, processes, and testing while differentiating service according to customer segmentation, service levels, and customer satisfaction

· Contribute to continuous improvement efforts that enhance operational efficiency, streamline workflows, and improve the customer experience

· Utilize SAP, Service Cloud, and other supporting systems to drive efficiencies and provide feedback for systems improvement

· Plan daily, weekly, and monthly activities to support business continuity, efficiency, and customer satisfaction

· Comply with Client Corporate Standards, Global SHE, and Sustainability requirements



Job Duties

· Accountable for customer-facing activities and customer experience, acting as a single point of contact for customers

· Adopt a customer-centric mindset in day-to-day interactions by setting and meeting expectations, providing a stress-free experience, and maintaining a positive and professional demeanor

· Run OTC and Customer Service Management, focusing mainly on customer interaction-related activities, including inbound and outbound interactions

· Contribute to the Voice of the Customer by reporting and providing feedback on client interactions and supporting an understanding of customer segments, trends, needs, and expectations

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

· Collect customer feedback and identify opportunities to drive customer satisfaction, including through regular visits

· Enter relevant customer information into the CRM system after each customer contact to create a call plan and ensure quality data for customer retention and business development activities

· Schedule follow-up actions

· Provide quality customer service while identifying opportunities to secure new business or support retention through customer interactions

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

· Collaborate closely with CSX, CoE, GBS+, Supply Chain, and other internal partners and functions, mainly through Service Cloud

· Judge and align priorities to meet customer expectations and needs against Supply Chain capabilities

· Monitor and ensure delivery of commitments from other functions

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

· Differentiate service according to customer segmentation, service levels, and customer satisfaction levels

· Review existing operations and generate new ideas to identify continuous improvements that enhance operational efficiency, streamline workflows, and improve customer experience

· Prioritize workflow and ensure work is completed according to required standards for productivity, quality, and timeliness

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

· Utilize SAP, Service Cloud, and customer service supporting systems and tools to drive efficiencies

· Provide feedback to contribute to internal and external systems improvements

· Plan daily, weekly, and monthly activities to ensure business continuity, enhance efficiencies, and improve customer satisfaction

· Actively participate in team meetings to align priorities

· Comply with Client Corporate Standards, Global SHE, and Sustainability requirements



Travel

· Regular customer visits may be required

• **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.**