Customer Service Representative

Recruteur
UNIQUE
Région
MONT-SAINT-GUIBERT
Publication
lundi 6 août 2018
Date limite
jeudi 6 septembre 2018
Réf
111CC6UNQ-BE
Contact
Unique Wavre Office
Secteur
Autre
Niveau d'expérience
2 à 5 ans d'expérience
Type de contrat
CDD
Temps de travail
Temps plein
For 40 years, Unique Office has been committed to continuously anticipating the recruitment and the provision of specialized candidates in secretarial, communication & marketing, management support, commercial functions (internal and external), logistics and purchasing.



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

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 €) and insurance package with the permanent contract.

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