JOB DESCRIPTION:

As s Customer Service Representatives you help our customers with placing orders and providing support on all type of questions. Your goal is to secure customer centricity in customer interactions, inbound and outbound. Perform the operational tasks in the order to invoice process in the most lean and efficient way possible, and thus participating in the achievement of the objectives of Royal Canin.

• Order Management; EDI, Webshop, Mail, CRM and Phone.
• Claims and returns handling.
• Customer support activities like: track and trace, claims questions, order questions, web shop support, 3PL communication.
• Customer Service calls (inbound and outbound), with the purpose to increase customer service.
• Responsible for administrative processes related to the sale of products to customers, complying at all times with internal procedures established by the company.
• Share with Sales Representatives the responsibility to keep the client informed and properly advised about the products, in order to ensure a positive evolution of sales.
• Update relevant information in CRM and thus providing the Sales Representatives with information from clients that allows them to define and develop the necessary actions to achieve sales objectives.
• Be involved and pro-actively engage in continuous improvement initiatives