Customer Relations Job Description
Customer Relations Duties & Responsibilities
To write an effective customer relations job description, begin by listing detailed duties, responsibilities and expectations. We have included customer relations job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Relations Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Relations
List any licenses or certifications required by the position: IFIC, CSC, ASE, ITIL, CAP, APICS, HACCP, MLS, NAICS, IATF16949
Education for Customer Relations
Typically a job would require a certain level of education.
Employers hiring for the customer relations job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Business, Associates, Management, Marketing, Technical, Business/Administration, Technology, Communication, Healthcare
Skills for Customer Relations
Desired skills for customer relations include:
Desired experience for customer relations includes:
Customer Relations Examples
Customer Relations Job Description
- Ensure information on the customer database is kept up-to-date, check information when speaking to customers on the phone, while reading their correspondence or whilst speaking to them in Reception
- Taking escalation calls from advisors
- Striving for first contact resolution
- Assisting with customer queries when required
- Establish operational objectives and assignments for business unit personnel
- Accuracy and efficiency in data management, including administrative duties
- As a Customer Relations Executive you will be responsible for investigating and responding to complaints from our customers within deadlines set by the business, external authorities
- You will be communicating with our customers via email, letter or telephone and you will need to be able to match the style of the customer, whilst showing the highest level of accuracy, and presentation
- You will be liaising with suppliers and internal departments to ensure the recovery of any costs paid out, identifying Health and Safety/Liability and Legal issues within the complaint
- As part of our strategy we want to deliver fabulous customer experience to all of our customers, you will work alongside the Customer Relations Senior Executive, and Manager, internal departments and suppliers to feedback to the source of the complaint, highlighting any issues for concern with the aim to reduce reoccurring complaints
- Working knowledge of features and benefits of Retail and Small Business products and services other business line/partner offerings
- Ability to demonstrate strong leadership skills, effectively lead and coach others
- Minimum six months Administrative, Customer Support, and/or Inventory experience
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and ISO 9000 and company procedure manuals
- Travel on short notice on a as needed basis
- Be available for on-call during weekends and holidays
Customer Relations Job Description
- 10%) Daily reporting of supply chain performance, providing details pertaining to product families and tracking daily backlogs
- Demonstrate timely, accurate, friendly and professional internal and external Customer Service (CS)
- Demonstrate an appropriate sense of urgency when resolving deliverables
- Effectively use available tools to intercept potential escalations
- Based on industry, market and competitive intelligence, provide development and leadership as to Customer Relationship Management
- Operate as a business champion of change
- Receives all quote/order requests
- Documents customer inquiry informationAssists in the development of scope of orders and quotes
- May expedite quote/order through processAssures quote/order meets customer and internal quality requirements
- Presents quote/order acknowledgement to customer
- Demonstrated knowledge of and skill in adaptability, conflict resolution, customer service, interpersonal relations, multi-task oriented, oral communication, problem solving, teamwork, and written communication
- Bachelor’s degree in Statistics, Mathematics, Business or related field
- 5 years of experience in customer service, consumer relations, call center or similar environment required
- Required to do high level research based upon information provided by customer or sales in order to determine parts involved be able to identify when additional support is needed
- May provide market feedback
- Informs customer of supply and price trends
Customer Relations Job Description
- Serves as liaison between all customers (current and potential) and the organization to resolve questions regarding products/services
- Assists other CRM’s with difficult orders or when workload requires
- Accurately processing all EDI, Faxed, and Phone orders in a timely and efficient manner
- Communicating proactively with customers regarding their orders and product availability
- Monitoring open orders of assigned accounts
- Responding and resolving all customer inquiries received via the CS shared inbox in a timely and appropriate manner
- Receiving notifications of changes to the company's Product List
- Running daily EDI Audit Report
- Providing information and backup to Auditors, as needed
- Liaises with NKAMs, Regional Managers/Channel Managers regarding all Sales and Customer related issues
- With degree, two years of customer service experience
- BCom Degree in Logistics or Equivalent
- Minimum of 3-5 years’ experience in a warehouse and distribution environment
- Strong leadership, impact and influencing skills
- In depth Understanding of SAP, Order Entry, Inventory Management and Purchasing Systems
- Understanding and Management of EDI System
Customer Relations Job Description
- Ensure timely and correct ERP order entry and order confirmation, keep Sales & Business Units updated on order progress
- Build up intimacy with customer in order to take an active part in the escalation process if actions/conditions/events will not be acceptable for Customers
- Implement the agreed service level agreements (SLAs) with both external and internal Customers, monitor the KPIs with the aim to continuously improve the service
- Act as the first liaison on incoming customer complaints, ensure they are immediately transferred internally and followed up to resolution
- Maintain Customer and order data in the ERP system to ensure adequate and efficient communication and administration
- Maintain and archive the order management documentation and day-to-day business correspondence
- Proactively contact customers to get the most realistic forecasts, enter the resulting figures in the ERP system, follow up on historic and ordered sales volumes against forecasted ones (= business analysis), investigate the reasons for deviations and report the major differences to the internal organization
- Delivery of an outstanding customer experience every time
- Ensuring the customer is kept up to date throughout the life of the case
- Communication with all case stake holders, where appropriate
- Understanding and Effective Management of Transactional Integrations between SAP and Integrated 3Pl System
- Knowledge of SAP/CRM is required
- Knowledge of Salesforce.com is required
- Knowledge of international commercial shipment terms is required
- Proficiency in the English language, both written and verbal, is required
- Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel) is strongly preferred
Customer Relations Job Description
- Take a proactive approach within their teams with respect to managing and dealing with any variations in workloads
- Ability to convey empathy, understanding and decisions in a comprehensive, concise and complete manner in writing where required
- Ensure a proactive approach is taken with respect to maintaining their knowledge of their respective Brand products
- Adherence to the use of SPOC (single point of contact) processes when needing to escalate customer cases to the Service Network
- Participation at aged case reviews to ensure the timely resolution and necessary escalation of cases where appropriate
- Take a proactive approach to escalating unusual contact activity and reasons, hence support the provision of insight to the client
- Where appropriate provide coaching to the network / customer to prevent unnecessary future contacts being made to the Customer Service Centre
- Onboarding customers system and product training
- Generate reports from various systems to identify both customer and business opportunities
- Represent Domain Group, strive for excellence and socialise all feedback to the team
- Minimum of 5 years of residential, mortgage servicing experience with a focus of customer care experience
- Bachelor's degree with major course work in a discipline related to the requirements of the position is preferred
- The individual needs to be able to work in a dynamic environment while ensuring a high level of customer service is delivered to both external and internal customers
- High School Diploma / GED or equivalent combination of education and experience is required
- Must have strong written and verbal communications abilities
- Identify sensitive issues and collaborate with the appropriate stakeholders to create a response