I am working with a local organisation to recruit a Customer Service Advisor until the end of 2024. We are seeking an immediately available candidate with a strong background in Customer Service.
Purpose of the job
To guarantee a positive customer experience by ensuring quick and reliable follow up of all customer requests (orders, samples, information, claims, complaints...), by answering in a timely manner and solving proactively any concern that might occur.
Key responsibilities
Self-check order entry and guarantee accuracy of the data first time, every time, including the latest updated price and ITC checks without exceptions. Check the feasibility of the customer requests in terms of lead times, certificates and any other documents required.
Ensure the consistent and effective provision of services/ information to the customer base including (but not limited to) order management, order fulfilment, forecasts and contract orders, problem-solving and other services across all media (Telephone, Emails, etc.). Inform customers about potential delays or issues related to order(s). Daily follow up of open orders and proactive issue resolution (if any), satisfy the customer expectations within the company commitment. It can involve chasing planning, logistics, finance, etc.
Develop a commercial attitude:
Generate leads for the sales force through active listening and probing for customer requirements and opportunities. Offer additional products when appropriate.
Communicate clearly with his/her line manager(s) aiming at representing the customer fairly and accurately. Contribute to back up and organisation specific for critical business processes. Replace / Assist colleagues when required to maintain the level of service. Provide awareness of customer complaints or any issues in the shortest lead-time. Escalate errors or mistakes as soon as identified, apply all necessary corrective measures, and propose corrective actions. Apply customer service procedures and follow the processes strictly in respect of the quality management system and in accordance with policies and standards. Ensure health and safety compliance as per company's standards & local regulations. Develop a broad market and product knowledge. Any additional tasks that might be required during the business
Functional/Technical Skills and Experience:
Experience in SAP and/or E1 + Salesforce
Incoterms, payment terms, transport, letters of credit
Excellent written and verbal communication in local language
Problem-solving
Proficient in English
Minimum 3 years' experience in an industrial company preferably
Competencies:
Autonomy
Attention to detail, perfectionist
Proactivity
Ability to work under time pressure and multitasking
Excellent customer focus
Cooperative:
Willingness to interact and work with others, team player
What you need to do now
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