On-Site CSR

What will you do?

Follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time.

How will you do it?

Order Processing

Order input in the system (different order types)  Incoming calls management Send order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc.)

Backorder monitoring and order management

Monitor the customer backorders in conjunction with Customer, Warehouse, Supply & Demand, Credit Control, Purchase and Forwarder. Maintenance of planned shipping days (delays, customer requests, etc) Handle customer order cancellations (DOA) Monitor call-off orders

Handling non-conformities and complaints

Issue internal complaints and RMA if required. (Salesforce / Lawson) Send customer receipt confirmation of complaint. Follow up and coordinate internally on solution and corrective actions Inform the customer about corrective actions or escalate/involve account manager Action on solution and corrective actions SAP and Salesforce credit-note procedures (DOA)

Enquiry handling

Handle customer questions on deliveries, delays, problems, etc. Follow-up on pending basic quotes

Customer care

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

Filing & miscellaneous

Case management in Salesforce Keep customer details and price agreements up-to-date.

What are we looking for?

Bachelor’s degree in business, international relations or related. Minimum 1 year of experience working as CSR (from a manufacturing company is a plus) Due to the global nature of the role, proficiency in English language is a must. Customer-oriented with a focus on details PC skills/ MS office Problem-solving Sense of urgency

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