Customer Service Representative

Scope (local, regional, global): Local

Main purpose
- Handle inbound calls/emails/faxes from external customers to place orders, to process return & issues, to ask for further support…
- Manage customer orders by utilizing available IT enablers (SAP, Customer Portals). Handle complex issues relating to customer request along the Order-to-Bill processes and document all calls

Key tasks & responsibilities
- Accurately enter orders from customers via telephone, fax, email and mail.
- Enter basic and complex returns with accuracy and in an efficient manner.
- Demonstrate issue solving skills, properly handle inquiries and complaints with limited supervision.
- Keeps up-to-date on policies, procedures and products.
- Maintain SOPs for assigned extra job duties.
- Various other job duties as requested, e.g. maintain customer master data, set up commercial agreements or prices and conditions in system (depending on size of the legal entities organization)
- Demonstrate successful up/cross selling skills following commercial rules & guidance (if required)

Key working relations
- Customers
- 3rd parties (3PL), TCS
- Internal stakeholders: Commercial Operations, SCM and others
- Financial Services

Qualifications & competencies
- Bachelor’s Degree with min. 2 years or a high school diploma and a minimum of four years successful experience in an inbound telephone order-processing environment.
- The position requires excellent inter-personal, organizational, written and oral communication skills
- Strong collaboration and teamwork skills
- Strong SAP, specially in SD module, and Office knowledge
- Self-motivated
- Ability to work with minimal supervision

- Professional working environment

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