Customer Service Representative

Role Overview

The Customer Service Representative will work closely with the customer and Kodak internal partners ensuring order to cash processing expectations are met.  Multi-faceted role that supports warehouse facilities, supply chain, logistics, Sales, Service and the credit/collections department.   Processes orders, returns, credits, discrepancies and manages order status follow-up requests, via phone, email and Partner Place/B2B.   Role will also create service calls for break/fix repairs.

Customer Service Representative Job Duties:
•    Strong Customer Service experience
•    Ability to respond to incoming customer inquiries while using multiple systems to accomplish daily tasks
•    Build relationships and work closely with customers and Kodak internal partners.  
•    Exercises active listening skills, conflict resolution and negotiating skills with external customers and internal partners
•    Understand customer’s expectations, processes and needs. Escalates issues or process gaps and participates in activities to address gaps or misses.
•    Work with management and other internal Kodak partners to ensure processes are capable of meeting customer’s expectations in an efficient manner.
•    Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
•    Analyzing information and evaluating results to choose the best solution and solve problems.
•    Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
•    Prompt in responding to inquiries or to notify customers of any planned adjustments.

Education/Experience:
•    Bachelor’s degree, Post-Secondary diploma or Equivalent. 
•    3 to 5 years of Customer Service Experience preferred.
•    Experience with SAP desirable, or an equivalent ERP system.
•    Experience with Salesforce desirable.
•    Knowledge of personal computer based software applications (MS Office, Lotus Notes and Sharepoint). 

Key Competencies:
•    Strong problem analysis and problem-solving
•    Interpersonal skills
•    Communication skills - verbal and written
•    Self-motivated and able to work under pressure
•    Able to foster and remotely build relationships with internal/external customers
•    Attention to detail and accuracy
•    Adaptability
•    Results Orientated