Customer Service Representative

jeudi 5 juillet 2018
Date limite
dimanche 5 août 2018
Unique Wavre Office
Niveau d'expérience
2 à 5 ans d'expérience
Type de contrat
Temps de travail
Temps plein

Depuis 40 ans, Unique Office s’est engagé à anticiper en permanence le
recrutement et la mise à disposition de candidats spécialisés en secrétariat, communication & marketing, support au management, fonctions commerciales (internes et externes), logistiques et achats.

Job Description

Primary Duties and Responsibilities:

Voice of the Customer : primary contact for Customers, from order entry through completion of the delivery and invoicing processes.

- Process Customer orders received mainly via the webshop and emails and, to a minor extent, via other communication methods (phone, EDI, fax, etc).

  • Provide timely communication and follow up to the customer on sales order status - product availability, pricing, sales promotions, shipment information, account statement - and on any other customer’s requirements (e.g. specific documents, certificates).
  • Ensure Customer’s purchase order records are maintained in SAP for audit purposes.
  • Work closely with Supply Planning to validate customer’s demand while considering inventory level.
  • In case of shortage, handle back order situations with diligence
  • Organize and coordinate shipment(s) from various locations (shipping plants/third party vendors) according to the requested ship date.
  • Make sure that all order & shipment related documents are correctly issued and sent, according to customer’s requirements.
  • Ensure backup in case of absence of Customer Service Representative(s).

• Customer Claim Handling

  • Handle and address customer claims and escalate them according to internal processes: shipping errors, pricing, warranty, quality, transport, damage, etc
  • Follow up on and coordinate Customer disputes resolution with all involved departments, using the appropriate tools
  • In SAP, issue financial adjustments (credit/debit/return) in accordance to business rules and approval matrix
  • Ensure Financial adjustments are properly documented in SAP for audit purposes

• Sales Partnership

- Work closely with Sales Manager(s) on Customer activity by providing and requesting regular feedback; as appropriate, propose action plan to Sales Manager.

  • Monitor Customer sales metrics and analyze sales trends by pulling data from SAP-BW and/or SAP-SD
  • Provide sales forecast and actuals for the current month (Early Bird).
  • Support Marketing Department, Sales Managers and Customers in the administration of Sales promotions.
  • Support Sales Manager in the Customer Creation process.
  • Provide first level technical information and application information and convey to Technical Service Manager when necessary.
  • Participate to internal or external sales meetings.
  • Provide B2B training to Customers.

• Communication

- Address, coordinate and follow up on Customer specific requests

  • Participate to Customer Service Daily Management System (DMS), level 2 DMS, 1:1, internal and external meetings as appropriate
  • Ensure effective and timely communication with internal and external customers
  • Issue weekly Customer Service highlights

• Operational Excellence

- Continuously seek and propose process improvements to achieve Customer Service excellence

  • Participate to CI initiatives
  • Align with agreed business processes and best practice
  • Ensure individual projects are completed according to defined objectives and deadlines

• Administrative tasks

- Mailbox management (Outlook)

  • Requested Ship Date management – sales orders
  • Support audit reviews
  • Communicate the shipping schedule to Customers
  • Ad hoc reports
  • Update and maintain Customer’s profile (ADS)

Job Requirements


- Bachelor/College degree.

  • Preferably 1 year of experience within a similar role in a multinational environment
  • Systems administration experience on an ERP system such as SAP is a distinct advantage (ideally Sales and Distribution).
  • Fluency in English, both written and verbal and a good working knowledge of French. Any other language is a plus.
  • Excellent communication skills: effective listener, negotiation skills, good presenter.
  • Excellent time management and organizational skills.
  • Able to work autonomously
  • Customer focus
  • Be a natural Team Player.
  • Stress resistance and flexibility in a dynamic environment
  • Detail oriented.
  • Analytical mindset
  • Problem-solving approach.
  • Continuous Improvement attitude.
  • Committed to a premium quality service.
  • Computer literacy: MS office suite (Word, good Excel, Powerpoint, Outlook).
  • Customer focus.

Salary and Benefits

Our client offers you a full time job with floating hours (start between 7:30 and 9am). 6 month interim contract before permanent contract. The starting package includes a salary up to your experience and meal vouchers (7 €). + insurance package with the permanent contract.

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