Customer Care Representative

at  AVEVA

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.
We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.
If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at https://www.aveva.com/en/about/careers/
Customer Care Representative - Frankfurt, Germany
As part of the Global Business Operations Team member, the Commercial Operations Assistant will ensure the administrative aspect of the AVEVA order processing and customer service functions. This position focuses heavily on having an eye for detail and on being able to provide prompt and accurate responses to customer inquiries.

Responsibilities:

• Be the essential position to execute first line customer engagement.
• Consistently inputting and updating information to ensure accuracy of customer records.
• Fulfill decommissions, exchanges, and other install base change requests.
• Process and/or release orders in our transactional systems.
• Partnering with customers to ensure information is collected correctly for order processing including matching Quote, PO, and other agreements.
• Assisting with invoice management and resolution.
• Undertake complex assignments where considerable judgment and initiative are required in resolving problems, making suggestions, and implementing those recommendations.
• Provide local perspective on global policies in order to foster continued improvement.
• Supply feedback on customer experience to management, sales, and other groups.
• Creation and maintenance of master data, customer installed base records, cases, etc. within SAP, Salesforce and/or other systems currently in use.
• Acquire, maintain, and apply knowledge of AVEVA software configuration and shippable parts.
• Assist and satisfy internal and external customers professionally in a friendly, collaborative, and concise manner by providing required information.
• Escalate partner/customer problems, issues, and concerns to most appropriate person when necessary.
• Follow-up in a timely, accurate and proactive manner on open issues, tasks, activities, and unresolved items.
• Answer external phone calls and/or other communication requests from customers and assist with requests/questions.
• Perform self-audits to obtain high quality results in all processing requests.

Skills and Responsibilities:

• Excellent interpersonal skills demonstrated through written and verbal communication
• Exceptional telephone customer service skills
• Highly motivated self-starter with experience in order processing
• Focus and attention to fine detail
• Ability to work in a fast-paced environment
• Proficient in use of Microsoft Office products (Outlook, Word, Excel) required
• Experience with CRM Systems; SAP and Sales Force knowledge a plus
• Detail-oriented with the aptitude to manage multiple tasks
• Strong analytical, troubleshooting, and problem-solving abilities
• Ability to adapt to changing environment without sacrificing customer satisfaction or quality
• Strong organization skills
• Aptitude to maintain composure in stressful situations and time constraints
• Excellent verbal and written communication skills
• Team player with a positive attitude
• Good English language skills plus an additional French language

AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.
AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world

Responsibilities:

• Be the essential position to execute first line customer engagement.
• Consistently inputting and updating information to ensure accuracy of customer records.
• Fulfill decommissions, exchanges, and other install base change requests.
• Process and/or release orders in our transactional systems.
• Partnering with customers to ensure information is collected correctly for order processing including matching Quote, PO, and other agreements.
• Assisting with invoice management and resolution.
• Undertake complex assignments where considerable judgment and initiative are required in resolving problems, making suggestions, and implementing those recommendations.
• Provide local perspective on global policies in order to foster continued improvement.
• Supply feedback on customer experience to management, sales, and other groups.
• Creation and maintenance of master data, customer installed base records, cases, etc. within SAP, Salesforce and/or other systems currently in use.
• Acquire, maintain, and apply knowledge of AVEVA software configuration and shippable parts.
• Assist and satisfy internal and external customers professionally in a friendly, collaborative, and concise manner by providing required information.
• Escalate partner/customer problems, issues, and concerns to most appropriate person when necessary.
• Follow-up in a timely, accurate and proactive manner on open issues, tasks, activities, and unresolved items.
• Answer external phone calls and/or other communication requests from customers and assist with requests/questions.
• Perform self-audits to obtain high quality results in all processing requests

Skills and Responsibilities:

• Excellent interpersonal skills demonstrated through written and verbal communication
• Exceptional telephone customer service skills
• Highly motivated self-starter with experience in order processing
• Focus and attention to fine detail
• Ability to work in a fast-paced environment
• Proficient in use of Microsoft Office products (Outlook, Word, Excel) required
• Experience with CRM Systems; SAP and Sales Force knowledge a plus
• Detail-oriented with the aptitude to manage multiple tasks
• Strong analytical, troubleshooting, and problem-solving abilities
• Ability to adapt to changing environment without sacrificing customer satisfaction or quality
• Strong organization skills
• Aptitude to maintain composure in stressful situations and time constraints
• Excellent verbal and written communication skills
• Team player with a positive attitude
• Good English language skills plus an additional French languag