Customer Service Representative

5 giorni fa

Assago, Italia Markem-Imaje A tempo pieno

Undertake all aspects of the Customer Care activities and collaborate with functional departments throughout the distribution and supply chain operations.

Provide high customer service through efficient ordering and administration of customer queries, purchases and returns in line with M-I processes and procedures. Acting as a representative for M-I which will create customer satisfaction and loyalty. This role will work closely with Helpdesk, Planning, Account Managers and Supply Chain.

**What you’ll do**:

- Proactive and Reactive Customer Contact - Taking and processing orders from customers, as well as proactively calling customers.
- Printer Sales and Demo Printer Orders - Entering orders in SAP, following up on delivery, coordinating communication between sales, the customer and planning. Support the digital implementation as B2B Customer Portal and Sales Order Automation.
- Frequently run SAP reports to ensure goods are progressed, blocked items investigated, and invoicing released for printers, spare parts and consumables. Transport follow-up check overdue orders. Regulation follow-up. Handle special invoicing requests for customers.
- Logistic Claims - Processing logistic claims for damaged or missing items from customer deliveries and initiating resolution.
- AES Orders - Taking and processing exchange service orders, ensuring return of damaged stock as per contractual terms.
- Return and Repair Process - Taking and processing printer returns, ensuring repair and return to the customer within agreed timelines.
- Returns Handling - Managing returns process, coordination between Technical Services, Customer and Platform.
- Infosys sending - Coordinating and managing communications with customer invoices, following up on invoice queries.
- Acting as first point of contact in customer queries or following up invoiced orders.

**What you need to have**:

- Exceptional knowledge of customer service, at least 5 years' experience in a similar role.
- Ability to communicate with internal and external customers in advisory capacity.
- Ability to technically assess situations and issues and proactively advise on solutions, approaching opportunities from a business perspective and not solely from a customer service viewpoint.
- Customer Care are the face of M-I to the customer and must act as professional experts in all touch points.
- Must be able to follow procedures and plan time for self and others.
- Ability to manage multiple projects.
- Excel.
- SAP SD/MM and/or Salesforce experience.
- High level of English. Spanish, a great plus.

**Job Types**: Full-time, Permanent

Work Location: Hybrid remote in 20090 Assago, MI

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