Customer service representative role
as a key member of our team, you will be responsible for ensuring that customer transactions are processed efficiently and effectively. This involves following up on orders to guarantee timely delivery of products as agreed upon in the sales offer or order.
key responsibilities:
* order input in the system, including different order types
* manage incoming calls
* send order confirmations to customers with delivery dates based on atp and partial delivery allowances
backorder monitoring and order management
* monitor customer backorders in conjunction with various teams, including customer, warehouse, supply & demand, credit control, purchase, and forwarder
* maintain planned shipping days, addressing delays and customer requests
* handle customer order cancellations (doa)
* monitor call-off orders
handling non-conformities and complaints
* issue internal complaints and rma if required, using salesforce/lawson
* send customer receipt confirmation of complaints
* follow up and coordinate internally on solutions and corrective actions
* inform the customer about corrective actions or escalate/involve account managers
* action on solutions and corrective actions, including sap and salesforce credit-note procedures (doa)
enquiry handling
* handle customer questions on deliveries, delays, problems, etc.
* follow up on pending basic quotes
care and miscellaneous tasks
* handle customer questions effectively and in a service-oriented manner
* follow up on actions requested in sales representatives' call reports
* inform customers about changed delivery times and equivalent products
* case management in salesforce and keeping customer details and price agreements up-to-date
requirements
a bachelor's degree in business, international relations, or related field is preferred. Minimum one year of experience working as a csr, preferably from a manufacturing company, is a must. Due to the global nature of the role, proficiency in english language is essential. Key skills include customer orientation, attention to detail, pc skills/ms office, problem-solving, and a sense of urgency.
proficiency in english is necessary due to the global scope of this role.