Description
We are currently urgently seeking a Customer Service Representative ideally with some IT/Technical knowledge. Dutch and French language skills are essential.The role will initially be for 12months with the possibility of becoming permanent in the future.
You will be required to develop close and confident relationship with customer to satisfy their needs. Manage communication and relation with the customer.
Take total ownership on customers' orders from the Purchase Order receipt to the delivery and invoicing.
Co-ordinate the order treatment with appropriate Sales, Technical Consultants, Sales Operation, Order manager or Site planning department.
Is responsible for Customer Satisfaction and Service Excellence in terms of order treatment & follow-up from the Customer point of view.
MAIN ACTIVITIES / TASKS
Tasks
Act as Main interface for customer and sales/TC during order treatment process.
Manage post sales activity for all products
Validate customers' orders received from Sales or Customers, according to the procedures
Translate the customers' orders in their order entry system to allow treatment from order manager
Plan the sales orders with the manufacturing complying with the customers requirements
Acknowledge the orders to the customers within 48 hours ; use a standard lead time for non-executable orders when standard lead times are available
Coordinate the customers' executables until availability for production (artwork, CI). Validate with customer and studio artworks using PDM tool
Coordinate with technical support technical information to execute an order.
Relay information to/from customers versus order manager
Follow up the sales orders until the shipment and invoicing in a proactive mode
Is in charge of the customers' complaints registration and follow up
Contribute to the short-term billing forecast exercise in volume and its achievements
Ensure order are entered into backlog in an accurate and timely matter
Is responsible for updating the ERP of any change linked to the order to insure backlog report accuracy -Liaison with Operations in terms of all aspects of business
Report to customer the agreed reports
Attend customer meeting, assists customer when visiting our clients facilities
Contribute to the On-Time-Delivery performance (OTD- OTR) and the order entry cycle time CT2
Responsible to manage Return Material Acceptance process
Ask for risk order when necessary filling risk order authorization request
Alert Sales Operation of order received is not on line with forecast in order to launch the upsides management process
Select the supitem in the sales order according to the data given by the Supply Chain
Any other duties as may be reasonably requested by the Company
Adherence to all the Company's procedures including regulatory, security and health and safety.
Record Management
Responsible to keep all files related to an order and to archive them according to local procedures and the corporate procedures.
Knowledge
Sales administration and logistics ( Letter of Credit, Payment Terms, Customs Rules)
System Tools : IT Literate (Microsoft Pack Office,)
ERP knowledge is a plus
Skills
Customer oriented & availability
Good organization skills
Rigour
Self-initiative
Stress resistant
Team Player
Good at interpersonal-& intercultural communication
Languages : Dutch, French and English