Customer Service Assistant Manager

To assist Customer Service Manager for the day-to-day operation of Customer Service Department to ensure efficient and timely processing of Orders, Deliveries and related activities for Domestic Sales.Serve as prime contact for order related activities for Sika.Work closely with CSM and lead the customer service representative and oversees the daily operation of customer service.Lead, train, and motivate the customer service team to meet or exceed service level agreements (SLAs) and customer satisfaction targets.Communicate proactively with customers on requirements, order status, open complaints etc. to ensure customer satisfaction.Collaborate with cross-functional teams (Sales, Operations, Finance, and Procurement) to ensure seamless order fulfillment and customer satisfaction.Monitoring of open sales orders. Clean up obsolete orders and maintain open orders is up to date.Ensures execution of process in line with Sika integrity, safety and policies.Resolve product or service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, and following up to ensure resolution.Manage and resolve customer inquiries, complaints, and escalations in a professional and efficient manner. Liaise with CSM/ TM/ Sales Manager.Provide support to improvement projects and commitments requiring a basic understanding of customer service practices and procedures.Other duties as assigned.