As a Customer Service Representative, you are responsible for processing customer orders while maximizing the satisfaction of our customers throughout the enterprise. You are the first contact point for customers for all order-related issues and you act as an interface to other internal departments. You support Sales and product line and champion Supply Chain procedures & business rules. Finally you are expected to understand and translate the requirements of our customers regarding a wide range of products.
40% • You manage customer orders from A – Z in line with company guidelines and company policy • You do a proactive follow-up of all stages of the order assuring a smooth contact with customers • You maintain strong working relationships with other internal related departments such as Sales, Commercial and Supply Chain • You work with transportation, scheduling and escalation teams to expedite orders as defined by customer / contract requirements and are involved to solve issues regarding the logistics
30% • You check and input information into SAP (previous experience is an asset but not essential) • You follow up overdue invoices together with the account manager and sales support functions • You assist with the creation and verification of credit / debit invoices for customers
30% • You participate actively in the Customer Management Incident process treating each query / complaint in a professional and service oriented fashion • You participate actively in the forecasting process • You respect and enforce all Supply Chain business rules and notify on deviations to promote best practice • You provide back-up of other team members