Ensures adequate and reliable customer administration, in order to contribute to customer satisfaction, activities include accepting and processing of incoming orders, answering questions, solving problems and customer complaints on orders, so that the customer satisfaction and continuity of the relationship are guaranteed
Handle orders and to provide coordination with customers about products, delivery options and complaints.
Understand the product portfolio, the number of different products / formulations and the geographical scope and the complexity of the role of Customer Service Representative.
Sales and Sales Support: Supports and initiates follow-up actions by contacting customers (first and second line) and inform them about products in order to contribute to the realization of effective customer communication.
Answers questions about product assortment and applications, production based on standard product, quoting prices and delivery times
Contract renewals regarding price, specifications and delivery within defined parameters and standards set order to continue the relationships with customers meeting volume, quality and price requirements.
Order processing and data management: Handles incoming orders, in order to realize a timely and proper delivery of orders to customers data into automated system for further order processing, tracking of orders being processed, identifying (potential) problems and ensuring timely and correct delivery of relevant information to the administration, purchasing and forwarding
Updates product data in the relevant systems, giving an up-to-date insight in products, prices and other relevant information, including processing of price indexations and adjustments and/or enterering prices for new products and introducing of new products in the system, possibly add to customer assortment
Customer relationship management: Manages records and handles all customer requests and incoming orders in line with company policies and procedures, in order to effectively and timely deal with all customer encounters.
Customer satisfaction: Logs and resolves all customer problems/requests within prescribed timescales to maintain customer confidence, actively solving problems, complaints
Provides support to customers on the most common standard problems, questions, complaints, etc., so that they are resolved and customers be appeased.
Monitors progress of delegated or escalated problems / complaints and keeps the customer informed about the status of reporting, administrative consolidation of the notification, and recording in system
Communication / coordination: Communicates with clients and informing them about solutions to problems / complaints. Explains options on alternative products.
May plan, coordinate and supervise activities of the Customers Services team, taking into account applicable guidelines and procedure, in order to plan and realize day-to-day activities and optimal work distribution within the team.
