Customer Service Representative

Company Description

RKW Group is a global leader in polyolefin-based film solutions used in hygiene, agriculture, food and beverage, and powdery goods applications. The company also supplies films and nonwovens to chemical and processing industries, as well as the medical, automotive, and construction sectors. As an independent, family-owned business headquartered in Mannheim, Germany, RKW Group employs approximately 2,700 people across 16 locations worldwide.

The organization focuses on innovative and sustainable products that enhance daily life for consumers and offers an international environment for professional growth.

• Coordinate Customer Service Team.

Supports the company’s customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. Serves as liaisons between the company and its customers, working with sales and accounts receivable teams to drive repeat customers and help meet profitability goals.

• Provide Direct Customer Support

Responds directly to customers who need assistance. Answer phone calls or emails from customers to provide quick resolution of issues and questions or may provide assistance to a team member

• Review and Resolve Escalations

If a customer service member is unable to resolve a customer’s question or complaint, the customer service team lead will assist. The team lead will help identify a solution to the customer’s query or directs them to another department that can provide assistance. Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied.

• Evaluate Team Members

The lead CSR will conduct periodic reviews and evaluations of team members. Team leads monitor employee performance and note areas for improvement, often using an employee evaluation then meeting directly with the team member to discuss their performance. A customer service team lead may also make recommendations to HR department if an employee is consistently not meeting expectations.

• Support Process Improvement

Lead the team to improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. Gather data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved.

• Train New Hires

The customer service team lead will train new hires in their department. Must be able to work closely with new team members to instruct them on company policies and best practices for resolving customer calls. Additionally, customer service team leads monitor new team members’ activities and performance during the first few weeks of training and onboarding to determine where further training is needed.

This position is the primary customer contact for all questions, concerns and issues. Through working with all the functional areas of the company, this position ensures that all customer requirements are met, or exceeded, while meeting the Company’ goals and objectives. CSR is responsible for ensuring customer orders are processed accurately and in a timely manner, as well as monitoring customer order patterns and service levels, taking action to implement improvement as needed.

This team play will partner with Sales and other functional entities throughout the Company in order to foster and grow relationships with key accounts.

Provides effective and timely customer service to external customers and actively works with sales, quality and the technical department to achieve and maintain a positive customer relationship.

• Receives, interprets, processes and revises orders in an accurate and timely manner
• Works closely with scheduling department to track orders and updates customers on their status.
• Coordinates with shipping department to ensure orders are shipped based on order confirmation date.
• Promptly addresses customer concerns or investigates any issues and/or ensures they are routed to the appropriate department for action.
• Assist accounting department with invoicing customers, ensuring that…