Process incoming orders and enquiries from external and internal customers.
Build a strong relationship with customers to be able to handle calls/mails relating to service failure/recovery and support services.
Ensure to act in compliance with the philosophy of Customer Support Excellence
Book/retrieve/amend orders and provide customers with immediate order confirmation and order updates.
Manage the orders and due dates according CS KPI’s (e.g. open pick lists, order intake, scheduled orders, …)
Respond to customer’s request for information in a proactive manner.
Inform the customer of all services, including promoting the on-line ordering tool WebParts and other channels (e.g. EDI) to ensure the optimum service is selected to meet the customer’s needs.
Provide price quotations on customers’ demand.
Deliver lead time information on a permanent basis to the customers (weekly order status reports).
Handle tracking requests from customers.
Work closely with all departments to ensure customer satisfactions are met.
Action requests from other CSR’s in their absence (back-up) to ensure a successful resolution of customers’ issues and concerns.
Pro-actively inform the customer about the status of his orders, back-orders and shipments. Run the necessary queries to obtain this info.
Invoice the customer based on the agreed conditions.
Ensure all shipped parts are invoiced at month end and a maximum of the packed parts are shipped.
Make sure all necessary documents are complete and handed over to the third party logistics partner to guarantee a smooth delivery to the customer.
If problems occur, act swiftly with all involved parties to implement the appropriate recovery plan at a minimal additional cost.