Customer Service Representative İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
The Customer Service Representative
The Customer Service Representative handles advisory and commercial customer requests, both reactively and proactively and in line with the relevant guidelines. He / she ensures adequate and reliable customer administration, in order to contribute to customer satisfaction and realization of the commercial targets of the company. Activities include accepting and processing of incoming orders, answering questions, solving problems and customer complaints on orders, so that the customer satisfaction and continuity of the relationship are guaranteed. The main function of the role is to handle orders and to provide coordination with customers about products, delivery options and complaints.
KEY ACCOUNTABILITIES
o Supports and initiates follow-up actions by contacting customers (first and second line) and inform them about products in order to contribute to the realization of effective customer communication.
o Answers questions about product assortment and applications, production based on standard product, quoting prices and delivery times
o (Re)negotiates contracts with customers for renewals regarding price, specifications and delivery within defined parameters and standards set by Sales, in order to continue the relationships with customers meeting volume, quality and price requirements.
o Handles incoming orders, in order to realize a timely and proper delivery of orders to customers. This includes monitoring, replenishing and entering order data into automated system for further order processing, tracking of orders being processed, identifying (potential) problems and ensuring timely and correct delivery of relevant information to the administration, purchasing and forwarding
o Updates product data in the relevant systems, giving an up-to-date insight in products, prices and other relevant information, including processing of price indexations and adjustments and/or entering prices for new products and introducing of new products in the system, possibly add to customer assortment
o Manages records and handles all customer requests and incoming orders in line with company policies and procedures, in order to effectively and timely deal with all customer encounters.
o Registers, administers and updates all customer information, contracts, requests, order data, complaints and/or signals in the relevant systems in order to timely, accurately and completely have insight in the type and status of customers, contracts, requests, complaints and/or signals, and orders can be processed correctly
o Provides support to customers on the most common standard problems, questions, complaints, etc., so that they are resolved and customers be appeased.
o Monitors progress of delegated or escalated problems / complaints and keeps the customer informed about the status of reporting, administrative consolidation of the notification, and recording in system
o Communicates with clients and informing them about solutions to problems / complaints. Explains options on alternative products. Informs managers on complex problems / complaints. Conducts correspondence and preparation of reports
Qualifications
· University degree in business administration, economics or engineering
· Fluent in English
· Strong analytical skills
· Experience in MS Office programs
· Experience in an ERP system
Completion of military service for male candidates
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