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 marked share.
- To contribute with good team spirit helping across markets and tasks within the Customer Service area
Key responsibilities
Order Processing
- Order receipt, typing, maintenance.
- 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)
- Improve the company QA set-up 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.
- Generation of Customer Catalogues from Catalogue Generator
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
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