Customer Service Representative / CSR

In business since 2000, LanceSoft is a nationally certified Minority Business Enterprise (MBE) that has established itself as a pioneer in providing highly scalable, cost-effective workforce solutions to a diverse set of customers across various industries in the United States. Headquartered in Virginia, LanceSoft currently operates out of several locations in the US and Canada.

CSR is responsible for providing excellent customer service, to assist and support the Customer Service and Commercial teams by processing and amending Customer Service data and producing reports, quotations and contracts within designated system, in accordance with functional standard operating procedures. 

Key responsibilities: 

Provide an excellent customer service for customers, both internal and external. Receive orders from customers and manage them in line with company policy and systems, following them to shipment to ensure a quality of service. Build up close relationships with customers and commercial partners to gain their trust and answer and respond to customer queries in a timely and professional manner. Develop solid product knowledge and a strong understanding of the logistics of sending specific products. Work as part of a team and adopt a flexible approach to increase and maintain the quality of service. Build effective relationships with logistics and distribution where appropriate to understand the impact on customer service. Provide knowledge and accurate information to customers. Able to initiate and drive innovative growth projects. Produce and communicate quotations for customers, subsidiaries and distributors as requested and in line with their requirements To add and make amendments to the data, following the checking and authorizations process To be the recipient of data for the Customer Service function, relating to customer master, freight, licensing and other areas that Customer service are responsible for Following the procedures set down in the SOP, load data onto the designated system, primarily pricing, contracts, customer records, licensing and freight options within the agreed timelines. Build strong relationships with commercial to support and improve our quotation and tender offers Produce standard reports from designated system, for the use of Data Supervisor, Customer Service, Commercial and Logistics. Ongoing liaison with relevant functional data owners. To add and make amendments to the data, following the checking and authorisations process. Provide support, where necessary and able for the Customer Service team. Coordinating the data capture (e.g. Material master) and informing the relevant function. Maintaining auditable data records for internal and external audits. Support and advise Customer Service team with regard to data provided and required. Apply and learn from the knowledge proffered by the Centre of Excellence and Quality Assurance. Participate in development of the data team, through meetings and other planned events.

Required Qualifications:

1. Proven experience in customer service normally including at least 2-3 years of prior experience in customer service. 

2. Experience with managing multiple projects. 

3. Outstanding communication skills, both written and oral. 

4. Competent with Excel and Word 

5. Ability to work in a cross-functional cross-country team environment. 

6. Ability to manage self and tasks in an appropriate manner 

7. Excellent organizational and administrative skills 

8. Attention to detail. 

9. A calm and analytical approach to problem solving. 

10. Willingness to work as part of a team 

11. Ability to communicate using English (or local language)

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.