Customer Service Representative - Netherlands or Belgium

at  Dormer Pramet

Customer Service Representative - Netherlands or Belgium
We are now looking for a Customer Service Representative based in Netherlands or Belgium being a part of the Customer Service Organization for West Europe. The position will support the team in Benelux and report to the CS Team Manager of UK and Benelux. This will be a key member in the team and important for us to reach our Customer Service Strategy.
Your mission and responsibilities
Mission: You will be the first interface to customer to provide a world class customer service to both existing and prospective customers.

EXPERIENCE

6-8 years of experience as customer service support role.

EDUCATION

Diploma/Bachelors in any field

Database Management: Updating the Customer database with information like delivery address, salesman code, email ids.

• Customer Onboarding: Proactively connect with customers to orient them and promote usage of our digital tools.
• Enquiry Handling: Handling customer queries, aiming to clarify, orient and direct detected problems toward a solution.
• Quotations: Together with field sales, decide on the most appropriate solution for a customer. This can include contacting several suppliers, calculating prices, creating new products together with correct data and comparing delivery times.
• Order Processing, Management and Monitoring: Manage orders from the initial creation to invoicing. Including external and internal orders, credits and invoices, cancellations, and other various tasks. Searching for order information, escalation of issues and planning for future orders. Pro-actively reduce and prevent customer order delays with help from supporting systems like Power BI and similar solutions.
• Escalation Handling: Handle escalation of unresolved customer enquiry with regards to order / cash collection.
• Claim handling: Register the claim in Seco Application (Comflow) as per information received from customer or sales engineer or application engineers.
• Returns: Prepare relevant documents and process it in the ERP system in line with the global Return Policy.
• Actively work to increase e-commerce business.
• Manage and develop existing business in line with customer segmentation, rules and procedures.
• Lead Management: Assign unassigned leads to sales engineers to generate new opportunities.
• Recycling – Sustainability: Promoting the recycling process to customers and handling any purchase orders when required.
• CRM: Manage the CRM tasks and cases with accuracy and within the SLA.
• Internal Control: Ensure accurate and timely documentation in line with internal control guidelines, participate in internal audits, follow up on closure of any non-conformances, opportunities for improvement.
• Provides timely responses to bring about great customer experience.

Your profile
You have strong social skills and serve as a motivational source for your colleagues. You have a natural way of thinking proactively to be one step ahead and drive improvements efficiently within your area. Since you’re in daily contact with internal stakeholders like sales and occasionally customers it’s important that you are a “voice to listen to” and bring trust and reason. You are the help our customers need to choose. With your social skills and an exceptional service mentality you create a world-class customer experience.