Customer Services Consultant

As a Customer Services Consultant at Gilbarco Veeder-Root, you'll be responsible for processing customer orders and coordinating product deliveries while ensuring compliance with international trade requirements. You will manage communications between customers and factories, oversee shipping documentation, and handle any invoicing issues to ensure a smooth order-to-delivery process. Ultimately, your role is to enhance the customer experience by being the bridge between various stakeholders.

To be considered for the Customer Services Consultant role at Gilbarco Veeder-Root, candidates should have at least five years of customer service experience, particularly in logistics and supply chain. Familiarity with international trade, import/export regulations, and customs procedures is crucial. Proficiency in Excel and strong communication skills in both English and Bahasa Malaysia are also essential for effectively interacting with clients and internal teams.

In the Customer Services Consultant role at Gilbarco Veeder-Root, strong interpersonal and communication skills are crucial for building relationships with diverse stakeholders. Problem-solving abilities and attention to detail will help you effectively manage order processing and resolve any issues. Additionally, being adept at using Excel for data management will be valuable in maintaining accurate customer order databases.

Gilbarco Veeder-Root fosters a culture of continuous improvement and innovation, encouraging its Customer Services Consultants to collaborate and share ideas. As part of the Vontier family, you will be part of a dynamic environment that supports professional growth and values the contributions of each team member in delivering smart, effective solutions for customers.

The Customer Services Consultant significantly impacts customer satisfaction at Gilbarco Veeder-Root by ensuring efficient order processing, addressing any issues promptly, and maintaining open lines of communication. Your role is vital in coordinating delivery logistics and providing accurate information to customers, ultimately leading to improved trust and long-term partnerships.

In dealing with difficult customers, it's essential to remain calm and empathetic. Start by actively listening to their concerns, which shows that you value their input. Then, provide clear and concise information or solutions that address their issues. It's important to ensure they feel supported throughout the process, aiming to resolve the matter efficiently while maintaining a positive customer experience.

When addressing experience with international trade processes, it's effective to outline specific instances where you've navigated customs requirements, managed import/export documentation, and liaised with shipping carriers. Discuss any challenges faced, such as delays or compliance issues, and how you resolved them, highlighting your problem-solving skills and knowledge of trade regulations.

In this role, using tools like Excel for order tracking and database management is crucial. Emphasize your proficiency in creating dashboards to visualize order statuses and highlight any discrepancies. Additionally, mention any CRM systems or order management software you are familiar with and how you've used them to improve accuracy and efficiency in processing orders.

To prioritize multiple customer requests, I first assess the urgency and the resources required for each task. I keep open communication with customers about expected timelines while managing their expectations. Using task management tools or lists can help me keep track of requests, ensuring that I address urgent matters promptly while maintaining overall efficiency.

To ensure a smooth order-to-delivery process, I meticulously check order details before processing and maintain continuous communication with both factories and customers. I track production timelines and update customers proactively about any potential delays. Consistently monitoring shipping documentation helps avoid customs issues, ultimately enhancing customer satisfaction.

After an order is delivered, I typically follow up with customers to confirm receipt and gather feedback on their experience. This not only shows that I care about their satisfaction but also allows me to address any issues they might have faced. Building this relationship helps create loyal customers who feel valued and supported.

Discussing experience with cross-functional teams is essential. Mention specific projects where you collaborated with departments like Finance, Sales, and Logistics to resolve customer issues or improve processes. Highlight your communication strategies and how you worked towards collective goals, showcasing flexibility and teamwork skills.

Staying updated with industry trends involves regularly reading industry publications, participating in relevant webinars, and engaging with professional networks. Mention any specific online communities or forums you are part of where you gain insights into logistics, supply chain, and customer service best practices, ensuring that you remain knowledgeable and adaptable in your role.

In the event of a shipment delay due to customs issues, I would immediately investigate the cause and communicate with the customs broker to understand the resolution process. Keeping the customer informed about the situation is vital, along with providing estimated resolution timelines. This transparency helps maintain trust and can mitigate frustration.

For this question, share your enthusiasm for working at Gilbarco Veeder-Root by highlighting their reputation in the industry, commitment to innovation, and your alignment with their values. Discuss how your background in customer service aligns with the role and how excited you are to contribute to enhancing customer relationships and logistical operations in this dynamic environment.