Customer Service Representative
Job Title: Customer Service Representative
Reporting to: Finanace Manager
Location: Dublin
Scope: To provide the highest level of service in order to contribute to customer experience and to drive sales by delivering the best coffee and tea experience on the planet.
Tasks & Responsibilities
- Taking customer orders by phone, email and from the internet, providing customers with product information and selling related products; processing order effectively and promptly;
- Contacting customers and potential customers to attract new sales;
- Using SAP Business One and other IT tools to process orders and log calls and follow-ups required;
- Building sustainable relationships of trust through open and interactive communication;
- Ensuring effective communication of customer requirements to appropriate colleagues to facilitate efficiency and accuracy in delivering customer requirements;
- Taking ownership and using own initiative to ensure that customers both in-house and external receive a high level of customer service;
- Actively upsell by providing options to customer on relevant products and services.
- Resolving product or service problems by clarifying the customer’s query/ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Creation of twice daily pick lists;
- Actively be involved in suggesting new ideas and recommendations on the improvement of products and service provided, thereby increasing revenue and ensuring Java Republic’s success as the market leader;
- Attracting potential customers by answering product and service questions; suggesting information about other products and services;
- Ensure that all necessary order- and sales-related information and documentation is recorded and processed efficiently, effectively and accurately in line with procedures and processes;
- Entry of Distributor orders and creation of separate pick lists (Includes large customer orders);
- Invoicing and processing delivery dockets;
- Completion of stock transfers to separate warehouse
- Follow up on delivery dockets, including liaising with different departments;
- Providing credit notes for Returned Stock;
- Attending Daily Huddle and ensuring follow-through of issues;
- Daily processing of picklist within agreed timelines
- Project work as and when required.
Key Skills Required
- Excellence in customer sales and support
- Integrated system experience – SAP Business One
- Very strong phone contact handling and active listening skills with the ability to deliver the appropriate response/solution
- Customer-focused with the ability to adapt/respond to different types of characters
- Excellent MS Office skills with a strong focus on Excel, Email and Word
- The ability to multi-task, prioritise, and manage time effectively.
Contact email: [email protected]
