The Role: Customer Service Representative Latam
Overview:
Driven by the passion to improve the quality of people’s lives, WS Audiology continues to grow as the market leader in the hearing aid industry, by bringing innovation and the best quality in our products. With our growth aspiration, we are looking for a Customer Service Expert / BackOffice Operator to further grow and strengthen our relationship with our international customers in especially the Latin American region.
With the emergence of multi-channel consumer behaviors and technologies, there is a need to serve and further develop our services offered.
Based in our Office in Santiago de Chile with supporting our Partners in their day-to-day business with the entire order management and customer clarifications processes.
Your new role:

§Responsible for the entire process of order to invoicing handling in our ERP system, including:

• manual order entry, check and approval of electronical received orders
• intervention for order discrepancies and support for suitable solutions
• alignment with internal stakeholders on delivery dates, shipments & exports

§1st level support to our customers by telecommunication and email correspondence
§Create internal and external reports on order status, availability, performance
§Take care about return handling and credit notes for our International Markets customers with focus in the Latin American region
§Handling of Case management in our CRM tool
§Support Sales Managers within Sales processes and increase the relationship to customers
§Analytical Skills: sales & dynamics
Candidate Profile
The successful candidate will be a customer focused and ambitious individual, with strong business acumen in developing and executing service strategies. You will display strong communication and interpersonal ability to work with people.
Experience
§Experience within Customer Service / After Sales
§Extensive experience with MS Word, Excel, PowerPoint
§Customer-oriented in understanding customers’ preferences and feedback
§Working with teams in a matrix structure across the globe
§Capability in market research and assisting with strategies
§Experience with INFOR (ERP-system) and Salesforce (CRM tool) is a plus but not a must
§Successfully completed business studies or comparable qualification
Performance and personal competencies
§High Customer Focus
§Clear and concise written and oral communication in English and Spanish. Additional Language is a plus, but not a must.
§Energetic and passioned character which can work independently and proactively
§Ethics, confidence, managing ambiguity, and being open to change and learning
§Passion for quality and efficiency and a strong “can-do” attitude
§Very strong team and communication skills

• manual order entry, check and approval of electronical received orders
• intervention for order discrepancies and support for suitable solutions
• alignment with internal stakeholders on delivery dates, shipments & export