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Customer Service Representative
1 mese fa
In this dynamic role as a Customer Service Representative, you will be the key to delivering exceptional service to our customers.
Key Responsibilities:- Provide internal and external customers with best possible service in terms of order processing, pricing and billing inquiries, service requests and customer complaints.
- Compliant with internal processes and procedures (e.g. Quality System) and with applicable legislation.
- Manage all daily activities in Order Entry independently and actively support local Customer Service management.
Front Office Activities
- Receive & process orders for all customers.
- Receive & process customer support requests for all customers received by email, phone.
- Receive customer complaints received by telephone, email etc.
- Follow up on pricing discrepancies with Customer Service management/tender department/division manager/sales manager.
- Issue required credit notes for returns and complaints within official procedural deadlines.
- Maintain daily contact with company approved couriers, for regular pick-up and delivery timetable; investigation of claims and follow-up for emergencies.
- Organizing return shipments.
Back Office Activities
- Receive & process orders for all customers received by email, fax or post.
- Follow procedures related to receiving, checking and creation of sales orders/invoices.
- Production of relevant paperwork i.e. packing lists, proforma invoices and credit notes.
- Perform and execute all invoicing in a timely and precise manner incl. responsibility for electronic invoicing.
- Daily control of invoices issued by the system, checking all orders have been invoiced.
- Issue required credit notes for cross-charges, rebates and price corrections within official procedural deadlines.
- Follow up on backorders.
- Follow up on customer support requests.
- Master Data Maintenance (customer).
- Actively participate in any required product tracking research when required.
General Activities
- Run reports and ensure appropriate actions are taken by Customer Service Representative.
- Work on process improvement and projects under supervision of the Customer Service supervisor/manager.
- Meet all rules listed in ANI Policies.
Requirements
- Upper secondary diploma/High school diploma – country specific.
- Strong practical experience in Order Entry.
- Fluent in local language.
- English – high level, written and spoken.
- Knowledge of Microsoft Office.
- Knowledge of ERP packages (BPCS, SAP ...).
- Team player.
- Customer oriented.
- Good organization ability.
- Good communication skills for internal and external contacts.
- Positive reaction to working in a deadline environment, stress resistant.
- Integrity.
- Sensitive to initiative and adaptability to permanent evolving organizations.
- Sensitive to the importance of the product.
- Experience in e-Commerce.
Compensation and Benefits
We offer a competitive salary range of $50,000 - $70,000 per annum, depending on experience, plus additional benefits including health insurance, retirement plan, and paid time off. Salary may vary based on location.
