Customer Service Representative

Job description

SUMMARY OF JOB: Ensure efficient and effective servicing of key accounts and assist with basic customer queries daily in keeping with quality standards, the Ansa McAL Group policies, procedures, standards, and best practices to ensure excellence in customer experience. KEY RESPONSIBILITIES: 1) Drives and generates sales, by providing accurate product information and advice to customers across channels, via telephone, in-person, and electronic communication to ensure customer satisfaction is maintained. 2) Receive and processes customer Orders, PR’s and credits/adjustments/returns in Integrate/POS/D3650 as required for all channels, in a timely and efficient manner to maintain process efficiencies. 3) Provide after-sales service to new and existing Color Shop customers, including but not limited to related OTIF activities and follow-up on customer complaints and notifies management of any unresolved customer grievances for further investigation and resolution to ensure customer satisfaction maintained. 4) Liaises with external customers/contractors/suppliers as necessary, including completion of NPS surveys and providing assistance where necessary, to ensure customer satisfaction is maintained. 5) Ensure correctness of invoices and cash compared to invoices – Commercial, Tax, Caricom etc. before submitting to customers, to ensure accuracy in reconciliation. 6) Ensure proper accounting of sales and cash (Reconciliations, closing of statements), including the reconciliation of POS - cash and cash equivalent at the end of each day, to ensure accuracy in reconciliation. 7) Participate in scheduled cycle counts and stock takes, ensuring accuracy of count is maintained. 8) Monitors and replenishes Colour Shop stock, including Point-of-Sale materials, ensuring that they are neatly displayed and available for consumer use to maintain process efficiencies. 9) Ensure the proper rotation of shelf stock using the First in First Out (FIFO)cycle to maintain process efficiencies. 10) Utilize the Customer Relationship Management (CRM) System to maintain positive relationships with our customers through various channels, including administering Customer Surveys.