Merck KGaA
Analyst
Job Description
Job DescriptionEntering all email, phone and fax orders accurately of various countries as per agreed timelinesEnter the orders and quotes accurately on different ERP’s as per the rules set up by different countriesEnsure expected order entry productivity and accuracy is maintained consistentlyOpen order review & ETA confirmationIdentify and follow up customer specific requirementsAny other additional tasks depending on the specific country or organization as requested by your Team Lead / SupervisorShould be able to handle all process related queriesProper response on email queries received from the customers or internal teamDevelop and implement initiatives to improve customer services.Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers.Evaluate and prioritize customer inquiries to better serve the customers.Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc.Maintain history records and related problem documentations for future reference.Maintain relationships with other internal departments as well as client base to improve business performance.Conduct training to customers and internal staffs on company products and services.Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed.Address customers in a professional and respectful manner.Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.Maintain the internal and external customer databases.Analyze customer issues so as to develop tools and processes to increase customer satisfaction.Maintain up-to-date knowledge on customer business areas.Maintain broad knowledge about company’s products and services.Afternoon Shift – 1:30PM to 10:30PM
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