Customer Service Advisor - Admin

CDI Engineering Services•The Woodlands, TX

About The Position

Tata Consulting Engineers USA, LLC, (TCE), is a multi-disciplinary engineering organization offering a full range of integrated engineering design, project support, procurement and construction management services to the energy and chemicals industries. This position interacts with customers, providing information about accounts, products and services. It generates quotes based on the customer's needs and receives, verifies, and processes customer orders and order changes.

Requirements

3-5 years or relevant work experience.
SAP or Oracle experience preferred.
Proficient in Microsoft Excel, Microsoft Word, and Outlook.
MUST have direct Customer Support/Customer Service experience in Chemicals or Oil & Gas industries.
Ability to resolve difficult and complex issues and to work with cross-functional departments.
Demonstrate organizational skills.
Demonstrate sense of urgency, flexibility, and adaptability.
Proven ability to multi-task in a fast-paced and often high stressed environment.
Willing to meet and exceed customer expectations daily with willingness to “own” situations as they arise.

Responsibilities

Builds sustainable relationships, and trust with customer accounts through open and interactive communication.
Deliver excellent customer service by being reliable, responsive, empathic & competent.
Manages open orders by adhering to established internal processes & procedures to ensure consistency within the department.
Establishes and maintains effective communication with customers, responding to inquiries on orders, products and assisting with general information.
Send shipping documents to customers prior to delivery to ensure the customer has all paperwork needed to offload.
Works with accounts from placement of order through delivery.
Serves as primary point of contact with existing key accounts.
Responsible to ensure alignment of customer PO details with the order (accurate legal entity, Incoterms, payments terms, pricing).
Works closely with sales team to understand trends and identify growth opportunities and upcoming projects.
Enters and manages non-conformance for their customer in a timely manner.
Coordinates all internal communication to assigned accounts.
Expert in system requirements, policies, and procedures as outlined in our quality and business management guidelines.
Support coworkers in best practices and teamwork toward achieving exceptional customer experience.
Acknowledge & process new purchase orders within 24 hours.
Portrays a positive and professional image of the company and self with interacting with customers and colleagues.
Coordinate nonconformance customer complaints to provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Establishes and maintains effective communication with customers, responding to inquiries about products and assisting with general information.
Manage and optimize all processes under your responsibility taking into consideration Quality, Legality and Food Safety (if applicable) and client needs of products and services.
Proactively communicate with planning, logistics, manufacturing, credit, and sales to ensure smooth delivery of orders while anticipating any issues or potential delays.