Customer Service Specialist

Job Duties and Responsibilities

• Answer customer incoming calls/chat/emails
• Enters orders into ERP system
• Review and resolve blocked orders
• Upsell placing orders of danaaftermarket.com & Teccom and use of our portals.
• Past due customer communication
• EDI process knowledge and resolve ASN issues
• Coordinates shortage, overage, damage claims and returns
• Works with sales, accounting and product management to resolve debits, credits, and warranty related issues
• Schedules and executes shipments in cooperation with logistics, customers and forwarders
• Handles shipment tracking
• Handles document requests and export documentation
• Maintains master data
• Executes dunning for account receivable
• Assist with daily case volume as needed
• Participates on occasional projects upon need; supports ASMs with price lists, statistics and travel planning
• Drive for process improvement by working on cross functional teams
• Performs all other duties as assigned Requirements
• Advanced English to start conversations and writing.
• Minimum Education (Profession / Specialty): Bachelor's degree in Administration or similar
• Required Experience (Years and Areas): Minimum of 3 years in customer service
• At least one foreign language in plus: Russian, Turkish, French, German, Spanish, Italian
• Analysis and solution of problems and decision making
• Conflict management and resolution
• Experience with CRM Sales Force system and SAP as a plus.