Senior Order Management Specialist with Italian or Spanish

Senior Order Management Specialist with Italian or Spanish serves as the primary point of contact for customers, providing assistance, resolving inquiries, and ensuring a positive experience. They play a crucial role in maintaining customer satisfaction, fostering loyalty, and upholding the reputation of the company.

Location: Wrocław
Work model: Hybrid

Key responsibilities:

• Communicating with customers through phone and e-mail
• Make use of shared mailbox for business communication and categorize and archive messages in line with guidelines
• Process orders in time (depending on segment, country and shipping location and customer segmentation) and respond promptly to customer requirements
• Monitor orders making use of standard tools (ERP) and communicate and coordinate with stakeholders and customers as necessary
• Assure export compliance check is performed when creating delivery address or new partner
• Log customer complaints in the CAIR system using the standard error codes
• Take action and offer solutions to enquiries and complaints in compliance with delegation of authority, follow up to ensure resolution
• Build sustainable relationships and trust with customers through open and interactive communication
• Follow customer service best practices, procedures, PPG guidelines and policies and legal requirements
• Maintaining a positive, empathetic and professional attitude toward internal and external customers at all times.
• Prepare input for the daily meeting "daily huddle" of the team: priorities for today and hurdles.
• Give feedback on the Mission Status Report, KPI's, team results and open actions during the weekly or monthly meeting

Qualifications:

• Secondary education or higher and/or 2+ years of relevant experience (in Order Management or Customer Service)
• Fluency in English and Italian or Spanish
• Familiarity with MS Office environment
• Oracle or SAP knowledge would be considered an asset
• Good communication skills
• Cooperation within the team
• Conscientiousness
• Problem solving

Competencies:

• Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly, concisely, and professionally to diverse audiences.
• Customer Focus: Strong customer orientation and a genuine desire to help and support customers, coupled with the ability to anticipate needs, exceed expectations, and build rapport.
• Problem-Solving Abilities: Effective problem-solving skills, with the capacity to analyze situations, identify root causes, explore solutions, and implement resolutions in a timely and proactive manner.
• Attention to Detail: Keen attention to detail and accuracy in processing orders, handling transactions, and documenting information, with a commitment to minimizing errors and ensuring quality.
• Interpersonal Skills: Strong interpersonal skills, including empathy, patience, and tact, to interact professionally and respectfully with customers, colleagues, and stakeholders across various channels and situations.

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.

Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.