Your responsibilities will encompass the following key areas:

Customer Interaction:

• Interface with customers to resolve 1st and 2nd tier problems or inquiries promptly and efficiently.
• Verify contacts and customer information to ensure accuracy and completeness.

Issue Resolution:

• Examine customer problems and implement appropriate corrective action to address inquiries and requests effectively.
• Escalate queries or requests for action as needed for immediate resolution.

CRM Utilization:

• Utilize CRM systems to maintain accurate records of customer inquiries, interactions, and resolutions.
• Ensure timely and thorough documentation of customer interactions for reference and follow-up.

Record Maintenance:

• Maintain and create logs, reports, records, and files related to customer interactions and issue resolution.
• Track and update spreadsheets to monitor orders and customer follow-up activities.

Complex Issue Handling:

• Investigate, analyze, coordinate, and track complex customer issues and problems to ensure timely resolution.
• Proactively identify and address customer concerns to prevent escalation and ensure satisfaction.

Proactive Communication:

• Make proactive calls to identify customers requiring close attention, address problems, and work towards resolution.
• Keep customers informed about the status of their inquiries and orders, providing updates as necessary.