Sr Global eCommerce Customer Service Representative | Hybrid
Full time
at Lexmark International
in
Philippines
Posted on April 12, 2024
Job details
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
- 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.
- 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.
- 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.
- 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
- 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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