Job Description
Ecolab is seeking a Customer Service Agent to support customers across multiple divisions mainly in Australia and New Zealand. The work is to support our customers and field associates in relation to order management, including but not limited to order entry, backorder management, complaint resolution, and sending documents on request. We also expect the person to contribute to continuous improvement of our customer experience and processes.
Main Responsibilities
- Responds to both internal and external customers while maintaining good customer relations.
- Process entry of sales order into the ERP system adhering to high quality standards.
- Ensure customer issues relating to ordering get resolved in time, including but not limited to delivery or pricing discrepancies & backorder situations.
- Work with all internal stakeholders to resolve problems related to the order processing cycle and ensure all customer notes are maintained.
- Perform general customer service related administrative duties such as providing copies of invoices, technical information sheets, and SDS etc.
- Promptly communicate messages received from customers to the sales and field personnel.
- Manages a daily volume of 2050 inbound calls.
- Complies with all company and departmental policies, procedures, and guidelines.
- Achieves individual performance goals through effective time management.
- Participate in continuous improvement efforts.
- Provide support in coaching and onboarding new employees.
- Performs project duties as directed to support operational objectives.
Minimum Qualifications:
- Diploma in any field.
- 6 months of Customer Service experience
Preferred Qualifications:
- Familiarity with enterprise systems and telecommunications platforms is an added advantage.
- Strong oral and written communication skills, high proficiency in the English language.
- Ability to work independently in a multi-division, fast paced environment.
- Experience with Microsoft Office software (Excel, Word, PowerPoint, OneNote and Outlook).
