AT SENSITECH EMEA, A CARRIER COMPANY, WE ARE LOOKING FOR A CUSTOMER CARE ASSOCIATE TO JOIN OUR TEAM IN SASSENHEIM, NETHERLANDS.

The Customer Care Associate is responsible for establishing long-term professional relationships with colleagues and Sensitech’s customer base. The role requires proven sound decision making and interpersonal skills in support of business growth. The senior professional will have experience in successfully implementing customer-focused initiatives and establishing proactive customer outreach programs. S/he will also have strong cross-functional collaboration skills and demonstrate the ability to work independently. The ability to be an internal resource with a positive and practical approach is required to help guide the department to meet goals. The position requires an all-in approach and willingness to roll up sleeves and collaborate across the organization.

JOB DESCRIPTION

• Works under moderate supervision to provide satisfactory and quality customer service.
• Reviews customers’ names, addresses, and billing information, product numbers, and specifications of items to be purchased, and ensures this information entered on order forms is accurate.
• Answers moderately complex customer inquires on product availability, maintenance, and the status of orders.
• Resolve moderately complex customers’ service or billing complaints.
• Maintains and audits records of customer interactions or transactions.

MINIMUM REQUIREMENTS

• Minimum MBO+ working and thinking level.
• MInimum of 3 years of experience in similar position.
  Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Customer & Product Support

• Troubleshoot logistic, product and procedural issues by proactively researching and leveraging internal resources
• Act as a customer advocate by proactively making decisions to ensure timely delivery
• Engage with Quality and customers regarding quality procedures
• Actively participate with remote Client Services teams to establish processes and improve efficiencies
• Proactively engage with other Support Services teams to broaden knowledge of customer programs in an effort to share information among Support Services
• Participate in customer program rollout and disseminate pertinent information throughout the Support Services teams
• Proactively reach out to customers as necessary and guide Client Services department on customer communication

Order Support

• Purchase Order/Contract review; order qualification; post sales follow up; customer and program engagement; coordination with Sales, Program Management, other Support Services teams and Supply Chain
• Field inbound communication regarding customer inquiries and orders
• Collaborate with Supply Chain/Inventory, Programming, Shipping, and Finance departments to ensure on time deliveries and consistent customer communication
• Acts as point of contact for daily Operations requiring prioritization or procedure related questions
• Lead qualification and follow up with Sales

Quote Management

• Account Set Up & Management relating to:
• Customer Relationship Management & ERP database maintenance
• Coordinate with Sales and customer to enter appropriate account information
• Return Materials Authorization for post-sale services and arrange reverse logistics
• Coordinates and participates in training of new employees
• Complete projects with little supervision and/or direction
• Other tasks as assigned