Purpose of the role
The Customer Service primary task is to support customers and distributors by phone and e-mail and provide the best possible service across markets. The CSC's main areas are:
* United Kingdom and Ireland
* In close cooperation with the external Sales Team, Marketing and Supply Chain to ensure a high standard of quality customer service.
* Order processing with focus on the customers need, yet within the processes/agreements made by the company.
* Support and follow up on marketing/external sales initiatives to expand the market share.
* To contribute with good team spirit helping across markets and tasks within the Customer Service area.
Key responsibilities
Order Processing
* Processing customer orders
* Make sure data is correct & according to company processes (Prices, delivery addresses, delivery dates etc.)
* Close cooperation with supply chain & distribution tracking performance.
Customer Contact
* Respond to customer requests.
* Customer guidance to solution (phone, mail, live chat).
Customer Master Data
* Keep data updated and in alignment with customer contracts.
Claims Handling
* Claims handling (registration, solution, corrective action).
* Ongoing corrective actions in cooperation with QA dept.
Sales/Marketing support & follow up
* Proactive follow up on Campaigns and product launches.
* Preparation of leads and requests generated from website in CRM.
* Cooperation with distributors to keep websites updated.
* Work closely with Area Sales Manager to increase spend and support to Distributors.
Personal Competencies:
* Customer Service mindset
* Team oriented
* Organisational Skills and able to multi-task
* Able to work alone & stay motivated
* Pro-Active
* Problem solver
* Flexible
* Confident and Professional Telephone Manner
Professional Competencies:
* Documented experience within Sales/Customer Service
Languages:
* English in writing and speech (Proficient/Fluent)
* Other languages are an advantage but not required.
IT skills:
* Microsoft Office
* CRM System
* ERP System
Stakeholders/frequent cooperation with:
* Customer Service
* Sales/Marketing
* Supply chain
Working hours:
Mon - Thu: 9am - 5pm
Fri: 8.30 - 4pm
#J-18808-Ljbffr