Yokohama TWS
Customer Services Specialist - Lidney, UK
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About Us
We are Yokohama TWS, a leading global supplier of tires and complete wheels for the agricultural, material handling, construction, and motorcycles segments.
We design and manufacture tire and wheel solutions made for the future. With a combination of value, safety, and ease, our solutions provide a more productive and sustainable performance our customers demand.
We pair the expertise and power of our global reach with the care and knowledge of local proximity. This brings innovation, technology, and sustainability together to answer the specific needs of our customers. All while continuing to reduce our and their impact on the planet.
Our people take ownership to deliver on this promise every day.
We are a global Company with a local reach, operating in more than 50 countries worldwide with 5,300 employees of 40 different nationalities, 12 state-of-the-art plants, and 4 innovation centers. We are part of Yokohama Rubber Co., Ltd., a global leader in the tire industry with 1094 billion yen in revenues (approx. 6.7 billion euro), approximately 34,000 people around the globe, and with operations in more than 120 countries.
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General Job Description
The Customer Service Specialist is responsible for the delivery of high-quality customer service to internal and external customers. This individual should strive daily for Customer Service Excellence, continuously improving our service standards by making sure the customers’ needs are taken care of in a timely, accurate, and professional manner. This individual should anticipate the needs of the customer and work to prevent any interruptions in service. This individual must be an independent thinker and be able to collaborate with their team, other internal teams, and support sales.
Key Responsibilities / Authorities (if Applicable)
- Answer customer calls and reply to customer emails
- Enter orders into the ERP and follow the order progress through to delivery
- Navigate and communicate with customers via customer web portals if applicable
- Develop expertise for identifying product availability and product lead times
- Maintain accurate and organized records of orders, credits, returns
- Resolve customer issues professionally and in a timely manner
- Support team selling efforts, follow through on inquiries
- Participate in customer calls and visits, team calls, and meetings
- Other duties as assigned
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KEY DELIVERABLES / KPIs (IF APPLICABLE)
- Customer Satisfaction
- Productivity/Accuracy
Job Requirements (experience, Skills, Competencies, Education…)
- High school diploma
- Proficient in Microsoft Office, Word, Excel, PowerPoint
- Ability to learn ERP and new systems quickly and efficiently
- Fluent English (another language is a plus)
- Proficient knowledge of customer service, and standard office practices and procedures
- Outstanding communication skills, both written and verbal
- Ability to manage complexity and work under pressure
- Ability to self-motivate, work independently, and as a part of a team
- Strong organizational skills, attention to detail, ability to multitask and follow through
- Ability to solve practical problems, to interpret documents and write correspondence and reports
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