SR GLOBAL eCOMMERCE CUSTOMER SERVICE REPRESENTATIVE
Business Area: Marketing Operations
Job Purpose/Mission/Summary
The Senior Global eCommerce Customer Service is responsible for ensuring efficient CSR process by tracking daily operations activities. Collaborate with CSR team in driving Customer Satisfaction.
Key Roles and Responsibilities:
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Customer Support
- Provide process guidance and mentorship to customer service representatives.
- Act as a point of escalation for complex customer inquiries or issues.
- Lead by example in delivering exceptional customer service and maintaining high customer satisfaction levels.
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Reporting Responsibilities
- Generate customer service monthly report.
- Handle customer phone calls and emails concerning the setting up of a direct account with Lexmark, order placement, issues or access to order status, contact information for large account managers, and B2B site problems and product information.
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Customer Data Management
- Enroll and manage customers in the Global Web Order Status portal while also registering and approving new customers.
- Ensure the customer is in MDM (Master Data Management) database and confirm the customer is registered with the correct SAP Sold-to.
- Train customers and internal users on using the portal.
- Forwarding break/fix issues to IT, eCommerce Lead and/or COE for SAP.
Competencies, Skills, Knowledge and Abilities:
- Exemplary phone communication skills
- Communicates well through email
- MS Office Suite – including Word and Excel skills
- Works well independently and with a cross-functional team
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Possesses knowledge in the following systems:
- Standard Customer Service transactions tracker tools
- Global Web Order Status
- Workfront Ticketing system
- Content Admin tools
- Adobe Commerce (Magento)
- Lexmark Product Marketing Database (LPMD)
- Web Parts Ordering (WPO)
- SAP BW/4HANA
Education, Experience and Certifications Basic Requirements:
- Bachelor's degree
- 7+ years' experience in a customer service role
- Willing to work on night shift (North America Time Zone)
You may send your application to recruitment@lexmark.com.