Customer Support Representative (Supply Chain)

Job Description

  • Customer Support Specialist (CSS) is the assigned focal and point of contact for customer service and order management needs .
  • CSS is responsible for maintaining and improving customer satisfaction by focusing on end to end ownership of query resolution, relationship intimacy and relationship building, proactive order book management etc.
  • He/She is an advocate for the customer who is available by phone and email/case for any/all support and is the first point of escalation for the customer and internal functions
  • Upon request, provide a summary view of a Customer's open order book with delivery status look-ahead that includes projected delivery performance to customer request date and reasons for delays (if required).
  • Proactively provide status on delayed orders with reasons.
  • Will require working with client site Supply Chain resources to confirm reasons for delay.
  • May also be required to work through feasibility of customer order expedite requests.
  • Monitor open order delivery status and initiate product exchanges, rentals, escalations as needed to meet customer on-time delivery needs.

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