Global Customer Service Job Description
Global customer service
provides pertinent export documentation and required export compliance data to shipping companies to ensure transport is in accordance with US export regulations.
Global Customer Service Duties & Responsibilities
To write an effective global customer service job description, begin by listing detailed duties, responsibilities and expectations. We have included global customer service job description templates that you can modify and use.
Sample responsibilities for this position include:
Assist in gathering requirements, gap analyses, use cases and defining to-be business processes
Provide some project management support including coordinating meetings, documenting meeting minutes, managing action items, SharePoint maintenance and project planning
Become a subject matter expert in the toolset used to support Order Management, Fulfillment and Customer Service Operations
Serve as front line support during set-up, User Acceptance Test planning and execution, and launch of back-end processes
Document processes in the form of business process maps and How-To guides
Author and maintain SOPs and business process management tools across Order Management, Fulfillment and Customer Service Management functions
As identified, document any back-end operational processes that can be efficiently managed on a global basis and support ongoing execution as necessary
Support continuous improvement of Global eCommerce back-end operations by monitoring and facilitating aggregated operational reporting and Key Performance Indicators
Track and move local market back-end related requests and inquiries to resolution
Support working relationships with all local market back-end teams and other vendors by sharing data and other communication related to Global eCommerce Operations
Global Customer Service Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Global Customer Service
List any licenses or certifications required by the position: PMP, APICS, ISO, COPC, IMDG, IATA, CS, IBF, 9001
Education for Global Customer Service
Typically a job would require a certain level of education.
Employers hiring for the global customer service job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Engineering, Education, MBA, Technical, Business/Administration, Computer Science, Communication, Associates, Networking
Skills for Global Customer Service
Desired skills for global customer service include:
EAR and US CBP regulations
Export/import documentation in compliance with IMDG
Responsible Care
API products
REST based application software
Salesforce.com
3M structure
Business concepts and communication skills
ECommerce payments process
Organization and businesses
Desired experience for global customer service includes:
Work with Resource Planning team and Sales & Customer Care Managers to ensure global Sales and Customer Care resourcing meets the requirements of the business
Manage Sales & Customer Care resource coordinators to ensure the necessary consultant cover is in place at all times, particularly during seasonal peaks
Work with global operations teams (Online Fraud, Trade and Transport, outbound and Return to Vendor) ensuring they are providing consistent support to Sales & Customer Care team in order to meet customer expectations and service level agreements
Responsible for providing accurate global Sales & Customer Care reports on a monthly basis sales, compensation, average handling time and average response time - escalating any areas of concern to Global Head of Customer Care, proactively working with business to find solutions and implement enhancements
Provide leadership to team, ensuring they are inspired, engaged and motivated
Responsible for management of customer service content across sites, apps, emails, social media, wider teams and third parties
Global Customer Service Examples
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Global Customer Service Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of global customer service. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for global customer service
- Overall responsibility for the Global Sales and Customer Care team, ensuring delivery of business objectives and KPIs
- Drive a consistent approach across global Sales and Customer Care teams
- Deputise for the Sales and Customer Care Director when required
- Sales & Customer Care Director
- President of MR PORTER.COM
- President of THE OUTNET.COM
- Learning and Development Team
- Provide calendar management for SVP, global customer service and service technologies, and director, service technologies
- Manage multiple special projects while collaborating with the executive assistant team
- Help coordinate various special meetings and assist with special events
Qualifications for global customer service
- Plan meetings and conference calls
- Prepare agendas
- Prepare summaries of information for distribution
- Review emails and respond on behalf of the exec being supported
- Handle receipts for expense reports and credit card reconciliation
- Create, maintain and evolve various dashboards and roadmaps for customer service and service tech
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Global Customer Service Job Description
Job Description Example
Our company is looking to fill the role of global customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for global customer service
- Help foster cohesiveness among the admins supporting the customer service teams in each region
- Represent the customer service and service technologies organization with professionalism, politeness and integrity
- Work very closely with the administrator overseeing building office management
- Provide superior customer service to our clients on inbound phone calls
- Outbound calling will be necessary to verify new users
- Identify, research, and resolve customer issues using proprietary company
- Manage team performing case reviews to evaluate quality and performance against pre-established criteria
- Partners with LOB Managers to develop case standards and case review criteria, and to establish parameters for ongoing evaluation
- Ensures that identified quality targets for monthly case reviews and validation reporting are met
- Identifies and analyzes performance gaps / trends that occur within the call/case management function
Qualifications for global customer service
- Proven record of building and managing Training Programs
- MBA or similar 3rd level education qualification
- Managing curriculum and certification for a Work from Home workforce a plus
- Working knowledge of Microsoft Word, Excel and Email
- Working knowledge of end to end order to cash flows from order to customer receipt of product
- Significant supervisory and HR management experience
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Global Customer Service Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of global customer service. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for global customer service
- Makes recommendations to continuously improve case management service quality, and provides specific gap analysis to leadership
- Generates monthly and quarterly reports for LOB Managers with individual and overall team quality assurance scores
- Reviews standard operating procedures for accuracy and consistency
- Ensures calibration with all quality reviewers
- Provides actionable data to various internal support groups on an ad hoc basis
- Develops and implements operational plans, actions and programs in support of long-term business objectives and within budget
- Formulate and review the strategy for continuity and risk management
- Determines product pricing by utilizing market research data
- Completes operational requirements by collaborating with various internal teams
- Manage a team of 5/6 customer service staff - responsible for monitoring workload, coaching staff to exceed targets, performance management, training etc
Qualifications for global customer service
- Quality Assurance & Training experience
- Excellent production management skill
- Ability to deliver effective and comprehensive training
- Proven experience in supporting front line staff and coaching/developing team members in a contact center environment
- Knowledge and/or experience of key Learning & Development / behavioral training theory
- Strong organizational and confident presentation skills
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Global Customer Service Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of global customer service. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for global customer service
- Develop a customer focused team who are pro-active and always seek to improve the customer experience
- Ensure that all customer needs are met and opportunities maximised, ensuring that requests are fully 'owned' and actioned, both personally and by the team
- Ensure that SLAs are met, take ownership of all orders, ensuring they are completed on time and in full
- Wish to work for a Fortune 500 multinational company
- Are able to focus on details and set priorities
- Are capable of meeting daily deadlines
- Are ready to take responsibility and ownership
- Understands clients’ global footprint and contractual agreements
- Collaborates with existing clients to gather and understand clients’ requirements for add-on services
- Professionally interacts with clients, building strong relationships
Qualifications for global customer service
- Self-motivated, proactive and collaborative in approach to work
- ENGLISH Language (spoken and written) plus 1 or more of the below languages
- Provides international project management leadership
- Creates and presents executive summaries at the end of each client project highlighting key contributors, lessons learned and applied and successes
- Leads and manages departmental special projects and cross functional initiatives
- Provides client representation and participation on advisory boards and internal corporate initiatives that may impact clients
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Global Customer Service Job Description
Job Description Example
Our innovative and growing company is hiring for a global customer service. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for global customer service
- Ensure timely and accurate communication with customers including answering customer inquiries, providing price quotes, addressing concerns and offering optimal logistic solutions
- Serve as the central liaison for a region of the world
- Understand business/division objective
- Act in accordance with ISO documented procedures
- Order management from order entry to delivery at destination
- Coordinate of order requirements with SCD operations, sales and corporate personnel
- Evaluate current methods of shipment, investigation of alternatives and optimization of logistics and cost control
- Must be well organized and possess the ability to perform in a multitasking, fast pace environment
- Manage relationships with internal /external freight providers
- Assist with A/R collections efforts
Qualifications for global customer service
- Proficiency in any other European language (advantageous)
- Intermediate level Excel trending analysis, reporting etc (essential)
- Background in Customer Service operations
- Deep understanding of customer service metrics and reporting
- Ability to review and access all agreements/contracts/systems to ensure our customer service standards and expectations can be met
- Ability to define and communicate customer service standards and expectations to all stakeholders