Customer Service
Full Time
Job Description
- Contribute to the maintenance of key performance indicators and metrics. Agree and meet improvement targets.
- Escalate issues which impact and impede Customer Service performance and work towards solutions where possible
- Ensure open order book is proactively managed, in terms of customer and business requirements.
- Manage the order fulfilment process, end-to-end in line with customer requirements and business policies.
- Manage/coordinate the response to all post sales customer queries.
- Escalate issues and bottlenecks in the order fulfilment process where appropriate.
- Strive for continuous improvement of customer service performance/satisfaction.
- Promote Customer awareness among other teams.
- Handle and resolve all customer queries, problems and complaints, escalating where necessary to ensure Customer receives a timely response.
- Establish and maintain excellent working relationships with the Field Sales teams to facilitate improved communication and customer service.
- Liase with all internal teams to promote improved order fulfilment and customer satisfaction, including, supply chain, credit, collections transport, sales, marketing etc.
- Support team members when required, and above all be responsive and flexible to changing customer & team demands.
Required Knowledge, Skills, and Abilities
- Education & Qualification: Business Administration - Masters Degree / Allow Equivalent
- Experience: 2>5 years
- Travel Standard: < 10%
- Minimum of 2-4 years relevant experience in a process based multi-national, environment
- Experience in dealing with multi location teams
- Flexibility to travel across Europe.
- Global Breadth: Multi-Site (> One Location)
- Cross border sales administration experience
- Fluent English + another modern European language
- Diploma/degree level education
- Excellent computer skills – experience of an ERP system
- Excellent communication skills
- Strong Systems Experience (MS Office, Oracle 11i etc)
- Strong Process Experience
- Ability to handle multiple demands and adhere to deadlines
- Strong attention to detail.
- Excellent written and oral communication skills
- Time management and organizational skills
- Interpersonal communication skills
Reference no: 90866