Customer Service Representative


JOB SUMMARY:
Provide Customer Service Support, including, but not exclusively order processing, sales administration, promotions and communication with internal and external customers.


KEY DUTIES AND RESPONSIBILITIES: Weight

1. Order Management & Invoicing
1.1 Work as part of a multi disciplinary team, ensuring that all orders from the customers / sales force received via telephone, fax, post, EDI are processed in the system accurately and promptly upon receipt.
1.2. Ensure that all customer queries (order queries, stock situation, despatch details, invoices and invoice queries) are resolved satisfactorily.
1.3. Process returns/adjustments from the customer in accordance with policy where necessary.
1.4. Monitor the invoicing process and provide duplicate invoicing when requested.
1.5. Daily Open Order follow up and statistics (telephone and KPI’s)
1.6 Issue Billing Documents to customers for tracked consignments upon receipt of customer information
1.7 Process stock movements, scraps, etc. as required, ensuring serial number status is accurate at all time
1.8 Follow-upon returns of consignment products and that they are fully processed on SAP

2. Interfaces with Commissionaire, Warehouse, Etc
2.1 Liaise with the sales force on a regular basis as regards of orders, changes to a customer account, general information from customers and messages from customers wishing to contact the sales force.
2.2 Maintain regular contact with the warehouse and courier to co-ordinate deliveries returns etc.
2.3 Liaise with the local office (QA and sales support) in terms of tenders, pricing or validation of new customers


3. Complaint Handling
3.1 Ensure all service complaints are dealt with upon receipt, entered accurately into the complaint system (Remedy) and resolve to the satisfaction of the customer.
3.2 Escalate all product complaints (technical and medical) to the Quality department in the local market.


4. Month End / Quarter End
Ensure month end procedures are executed and all deadlines are met.
4.1 Liaise with the local market, warehouse and I.S. according to set timelines and responsibilities
4.2 Ensure that all invoices are properly processed through to billing document in SAP

5. Administrative follow-up of pricing and customer set-up (com policy)
Make sure customers are set-up correctly following the existing procedures
Ensure that correct pricing is set-up by customer


CONTACTS

External: Customers from relevant market(s), 3PL Providers.

Internal: Sales representatives, accounts receivable, warehouse, logistics
and planning, quality department.

DESIRED MINIMUM KNOWLEDGE

Education and Experience
1.- Bachelor degree or equal by experience
2.- At least one year of experience in customer service
3.- Fluent in Dutch, French and English


ESSENTIAL SKILLS AND ABILITIES

4.- Good interpersonal skills
5.- Good team player
6.- Able to communicate
7.- Good attention to detail
8 Externally focussed and customer oriented


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