From Recruitment Solutions, a Spanish talent search firm, we are currently searching for a Customer Service Agent to handle the German Market for one of our multinational clients.
OUR CLIENT : Multinational manufacturing company with 5000 thousand employees all over the world.
Purpose of the job: Guarantee an outstanding customer experience for customers by ensuring quick and reliable follow-up of all customer requests (orders, samples, information, claims, complaints…), by answering in a timely manner and solving pro-actively any concern that might occur.
Act as a Single Point of Contact across the full portfolio for the account(s) and coordinate/ liaise with colleagues when required.
Scope of the role: The Customer service representative manages customers from Forecasts & contract orders management to coordination with other sites/countries.
Tasks and responsibilities: 1- Self-check order entry and guarantee the accuracy of the data first time, every time, including the latest updated price and ITC checks without exceptions.
Check feasibility of the customer requests in terms of lead times, certificates and any other documents required.
2- Ensure the consistent and effective provision of services/ information to the customer base including (but not limited to) order management, order fulfillment, Forecasts and contract orders, problem solving and other services across all media (Telephone, Emails, etc.).
Inform customers about potential delays or issues related to order(s).
Daily follow up of open orders and pro-active issues resolution (if any), satisfy the customer expectations within KP commitment.
It can involve chasing planning, logistics, finance, etc.
3- Develop a commercial attitude: generate leads for the sales force through active listening and probing for customer requirements and opportunities.
Offer additional products when appropriate.
Contribute with the account manager to develop and execute the account plans.
4- Act as a Single Point of Contact across the full portfolio for the account(s) and coordinate/ liaise with colleagues when required.
5- Communicate clearly with his/her line manager(s) aiming at representing the customer fairly and accurately.
Contribute to back up and organization specific for critical business processes.
Replace / Assist his/her when required on stretch assignments, projects or for planned or unplanned absences.
V1 : 2021 6- Provide awareness of customer complaints or any issues in the shortest lead-time.
Escalate errors or mistakes as soon as identified, apply all necessary corrective measures, and propose corrective actions.
Contribute to projects and workshops.
7- Apply Customer service procedures and follow the processes strictly in respect of the quality management system and in accordance with KP policies and standards.
Ensure health and safety compliance as per company's standards & local regulations.
Develop wide market and product knowledge.
Any additional tasks that might be required during the business 8- Mentor Junior customer service representatives: from the completion of the training according to the plan, to in-job follow-up and any other topic that can arise.
Requirements: Functional /Technical Skills : Experience in SAP and/or E1 + Salesforce International trade: Incoterms, payment terms, transport, letters of credit Pack Office (Excel, Word, PowerPoint) Problem solving/ Action plan management.
Proficient in English, Native German, Another European Language would be a plus.
Competencies: Autonomy Attention to detail, perfectionist Proactivity Ability to work under time pressure and multi-tasking Strong customer Focus Cooperative: Willingness to interact and work with others, team player Willingness to pass on his/her knowledge LOCATION: SantoTirso WORK MODEL : Hybrid (3/2)