The Customer Service Specialist receives and processes elevator or equipment/component delivery inquiries and orders from the organizations Frontline (FL) units. The Customer Service Specialist enables complete, correct and punctual deliveries of products and solutions to FL units as requested. He/She manages the interface with all key stakeholders during the delivery project.
In addition customer service specialist performs defined operations planning related activities.
2. Responsibilities and key activities
This section includes the responsibilities and key activities that the Customer Service Specialist is either accountable for, or responsible to execute.
Responsibilities and key activities
Receives inquiries from FL, investigate and process the inquiry, get necessary information from other Supply Line (SL) functions, reply to FL.
Receives the elevator /equipment/component orders from FL and books the order into SL Order Book
Verifies the received order information, steers order bound engineering and confirms the order to FL.
Compiles pricing for needed orders
Composes, collects and sends necessary technical information to FL. Involves internal interest groups if necessary.
Receives and processes clarification requests from FL, and provides replies.
Confirms material delivery times and transfer prices to FL
Informs FL about any deviations in delivery operations.
Create shipping list for factory shipping area, making sure to be shipping the completed correct orders requested for COT.
Support production area with production documents with collaboration and information from production planner
Support production planner activities including reporting with shipping and production metrics, analysis production order printing etc.
3. Performance measures
Inquiry & Order booking performance
Inquiry & Order processing quality and performance
Shipping cost / unit
4. Competence profile
4.1. Behavioural competences
Attention to procedures and guidelines
Values clearly defined procedures and guidelines in work. Easily adapts to rules and supervision. Works in a well-organised manner. Pays sufficient attention to details. Makes plans in line with established procedures and guidelines.
Shares information widely. Treats others with dignity and respect. Respects different needs and viewpoints. Creates trust and a sense of team spirit. Maintains confidentiality and holds to agreements. Admits own mistakes. Obtains co-operation by active listening and sensitivity towards situations and people. Establishes strong working relationships and effective internal and external networks. Achieves consensus, closes deals or discussions with clear understanding of agreement.
Is curious about customers business and willing to understand their challenges. Takes customers perspective and is prepared to engage to their business. Takes customer complaints seriously and looks for ways to improve customer service. Ensures prompt and efficient service. Thrives to exceed customers expectations.
Checks the details of own work carefully. Analysis information in a thorough and detailed way. Spots critical errors that others have overlooked. Identifies important details and ensures that they are correct. Maintains a focus on detail when dealing with routine work.
Identifies gaps in existing information and seeks out further detail. Actively seeks out all relevant information. Utilizes all available resources to obtain information. Asks the right questions to obtain the information desired as quickly as possible.
Sets high quality standards for their personal output. Encourages others to meet high quality standards of work. Checks own output or that of others to ensure quality standards are met. Consistently delivers work of high quality. Maintains a focus on quality even when under pressure.
4.2. Requirements for the position
Bachelor degree business or engineering (preferred)
Good spoken and written English. Good communication skills
Advanced excel knowledge and intermediate MS Office tools and applications
SAP knowledge preferred
Analytical, proactive aptitude
Decision making ability
Elevator product knowledge preferred
Process orientation / mind-set.
4.3. Specific issues always need to be trained
ESU internal delivery process management competences
Product lead time and profitability of deliveries
ERP (SAP) usage and functionality
Customer service processes and specific tools needed
Code of Conduct
ManpowerGroup is an Equal Opportunity Employer (EOE/AA)