On-Site CSR

What will you do?

Follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time.

How will you do it?

Order Processing

• Order input in the system (different order types)
• Incoming calls management
• Send order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc.)

Backorder monitoring and order management

• Monitor the customer backorders in conjunction with Customer, Warehouse, Supply & Demand, Credit Control, Purchase and Forwarder.
• Maintenance of planned shipping days (delays, customer requests, etc)
• Handle customer order cancellations (DOA)
• Monitor call-off orders

Handling non-conformities and complaints

• Issue internal complaints and RMA if required. (Salesforce / Lawson)
• Send customer receipt confirmation of complaint.
• Follow up and coordinate internally on solution and corrective actions
• Inform the customer about corrective actions or escalate/involve account manager
• Action on solution and corrective actions
• SAP and Salesforce credit-note procedures (DOA)

Enquiry handling

• Handle customer questions on deliveries, delays, problems, etc.
• Follow-up on pending basic quotes

Customer care

• Handle customer questions effectively and in a service-oriented manner
• Follow up on actions requested in sales representatives call reports
• Inform customers about changed delivery times and equivalent products

Filing & miscellaneous

• Case management in Salesforce
• Keep customer details and price agreements up-to-date.

What are we looking for?

• Bachelor’s degree in business, international relations or related.
• Minimum 1 year of experience working as CSR (from a manufacturing company is a plus)
• Due to the global nature of the role, proficiency in English language is a must.
• Customer-oriented with a focus on details
• PC skills/ MS office
• Problem-solving
• Sense of urgency