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Customer Service Representative
Job description
Your tasks and responsibilities as a Customer Service Representative:
- Responsible for assigned customer accounts and backup for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
- Act as the single-point-of-contact to customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
- Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.
- Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
- Maintain accurate records of all internal and external interactions in the appropriate database/system.
- Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.
- Prepare and distribute standard and customized internal and customer reports.
- Understand Customer Order Management policies, procedures and metrics.
- Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
- Participate in/lead process improvement projects.
Profile
The Customer Service Representative we're looking for has the following characteristics:
- You have a very good knowledge of English (written and verbal)
- You communicate effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- You are strong at building customer relationships and delivering customer-centric solutions.
- You're actively seeking new ways to grow and be challenged using both formal and informal development channels.
- You demonstrate the phases of the end-to-end order life cycle, terminology and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience.
- Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
- You demonstrate the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements.
Offer
- This is a fulltime role (39h per week) for a temporary period ( - 6 months)
This is currently a hybrid role, working onsite 3 days per week (Tuesday 2 other days)
- During initial training new starters are expected to work onsite 5 days per week
- Meal vouchers €8 per day
- Hospitalization insurance (permanent contract)
- Group insurance (permanent contract)
- Eco vouchers (€250 per year)
- Laptop
- Year bonus
Are you interested to join the team as Customer Service Representative? Apply now!