Customer Care Specialist

at  SodaStream

Reporting to the Customer Care Manager, the Customer Care Specialist will play a critical part in delivering exceptional customer service by ensuring the timely and accurate processing of orders, resolving customer enquiries, and maintaining positive relationships with internal and external stakeholders to enhance the overall customer experience.

Responsibilities and Duties:

• Monitor and process incoming orders using multiple systems, including EDI, while collaborating with the relevant stakeholders to meet customer demands.
• Facilitate the resolution of order discrepancies relating to data integrity, shipping issues, pricing and credit holds.
• Manage out of stock and backorder queries.
• Assist cross functional teams with credit claims, marketing orders and transfer requests, ensure proper financial approval.
• Act as a liaison between the customer, sales, finance and distribution teams including 3PLs.
• Prepare out of Stock, stock on hand and invoice reports daily and other reports as required and share them with the relevant stakeholders.
• Continuous utilization and upskilling in existing and new technology to drive root cause analysis and problem resolution relating to on-time delivery, order blocks, and other team metrics.
• Collaborative and supportive team work to ensure timely order processing, product allocation, order modifications, return claims, and product availability.
• Ensure KPI standards are met.
• Continuously look for opportunities to improve processes and enhance efficiency.
• Prompt and on-time Response to consumer enquiries via phone, email, social media platforms and Web using Zendesk. This include but not limited to the following:
• Trouble shooting product issues.
• Assisting with online purchase queries and order updates
• Following up on order status.
• Directing customers to product educational resources.
• Servicing and assisting the customers with any other query as needed.
• Proactively reaching out to customers to assess their satisfaction with orders, improve their user experience, and provide additional product recommendations.
• Ensure Customer Care Email Inboxes are emptied daily with clear follow up flag.
• Perform ad hoc duties as required within the department.

• Monitor and process incoming orders using multiple systems, including EDI, while collaborating with the relevant stakeholders to meet customer demands.
• Facilitate the resolution of order discrepancies relating to data integrity, shipping issues, pricing and credit holds.
• Manage out of stock and backorder queries.
• Assist cross functional teams with credit claims, marketing orders and transfer requests, ensure proper financial approval.
• Act as a liaison between the customer, sales, finance and distribution teams including 3PLs.
• Prepare out of Stock, stock on hand and invoice reports daily and other reports as required and share them with the relevant stakeholders.
• Continuous utilization and upskilling in existing and new technology to drive root cause analysis and problem resolution relating to on-time delivery, order blocks, and other team metrics.
• Collaborative and supportive team work to ensure timely order processing, product allocation, order modifications, return claims, and product availability.
• Ensure KPI standards are met.
• Continuously look for opportunities to improve processes and enhance efficiency.
• Prompt and on-time Response to consumer enquiries via phone, email, social media platforms and Web using Zendesk. This include but not limited to the following:
• Trouble shooting product issues.
• Assisting with online purchase queries and order updates
• Following up on order status.
• Directing customers to product educational resources.
• Servicing and assisting the customers with any other query as needed.
• Proactively reaching out to customers to assess their satisfaction with orders, improve their user experience, and provide additional product recommendations.
• Ensure Customer Care Email Inboxes are emptied daily with clear follow up flag.
• Perform ad hoc duties as required within the department