Sr Global eCommerce Customer Service Representative | Hybrid

Sr Global eCommerce Customer Service Representative | Hybrid

#CreateYourMark and Be part of our highly dynamic team to enjoy the following benefits:

• HMO coverage from day 1 of employment for you and your dependents with Maternity coverage
• Expanded Medical Benefit
• Accident and life insurance
• Dental and optical reimbursements
• Free medical consultation with Lexmark’s in-house doctors
• Employee privilege access to lactating, gaming, music and sleeping room
• Health and wellness activities
• Work-life balance
• Semi flex schedule and alternative work arrangements
• Dress down Friday and Shift Allowance
• Company-sponsored team bonding activities
• Unlimited access to online learning
• Relocation package

*** eligibility guidelines apply*** JOB 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 & RESPONSIBILITIES:    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. 

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. 

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 & 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 
• 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 & CERTIFICATIONS BASIC REQUIREMENTS:  

• Bachelor’s Degree 
• 7+ years' experience in a customer service role 
• Willing to work on night shift (North America Time Zone) 

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