Customer Service Representative

Job Description - Customer Service Representative - Customer Operations )

Job Description Customer Service Representative - Customer Operations- )

Description

GENERAL SUMMARY OF POSITION

Customer Service Representative provides maximum customer satisfaction by efficiently managing:
- the customer portfolio of his/her business or region
- all internal customer service-related processes in close cooperation with his/her internal customers like Sales, Logistics, Marketing, Credit & Control and Master Data

RESPONSIBILITIES & SPECIFIC ACCOUNTABILITIE

• Act as prime contact person for the customers of his/her portfolio
• Ensure timely delivery of correct product to his/her customers, manage back-order situations and propose alternative solutions where possible
• Manage (receive, register, follow-up and report) all service complaints received from his/her customer and ensure a professional and pro-active feedback to the customer
• Monitor the price and contract management process by keeping the overview of the prices active for his/her customers and ensure that they are correctly registered into the system
• Manage all issues related to pricing errors in liaison with the Credit & Control department and the sales team
• Follow up outstanding customer orders and proactively provide customers with an updated open order status
• Provide reports on the customer order status, shipments and backorders as required
• Keep track of sample deliveries to his/her customers and follow-up on customer
• Provide commercial support to the Sales team
• Co-ordinate all activities related to ISC tasks.
• Timely and accurately ensure all operational activities in ERP
• Ensure back-up activities for his/her colleagues within language skill
• Manage the correct reception of the customer orders in her/his area of expertise (GBU/market) by ensuring that the incoming orders are timely and correctly registered into ERP system
• Create order acknowledgment and send to the customer
• Create delivery order confirmation and send to the customer, TSM and CSR
• Identify problems and report them to more experienced team member or lead
• Deliver KPI, identify failures’ root cause; implement corrective action with lead/manager supervision
• Ensure correct and chronological filing of the orders

KEY POSITION REQUIREMENTS

Education

• University degree or equivalent obtained by experience in a similar environment

Job Experience

• At least 3 - 5 years of experience in an international customer support position

Knowledge and Skills

• Fluent and good oral and written knowledge in English.
• Experience in order management in ERP (SAP is a plus)
• Analytical capabilities, ability to interpret reports, listings, forecasts
• PC literate: good knowledge of PC, network and standard packages used under Windows.


Desirable Job Competencies

• Has a passion for the customer (customer-focused)
• Commercial attitude
• Excellent communication skills
• Presentation skills
• Stress resistant
• Self-organized and process oriented
• Attentive to the details
• Persevering and driven by result
• Team player
• Mature, dynamic, creative and assertive
• Performance and quality driven
• Flexible and able to work in a changing environment
  

Additional Requirements (travel, etc.)

Occasional QSMs and customer visits