Customer Service Representative - Bristol

Overview

This position provides support to Customer Service Representatives in cross-functional processes targeting on supporting processes, tools, training, customer satisfaction, KPI, Data Analysis and interface to other departments.

Responsibilities

30 %

1.

Handling Presales Process / Process all types of customer orders

How is it accomplished/Key Performance Indicators?

·         Handling incoming calls, inquiries, requests

·         Develop integrated product solution referring to customer specific requests

·         Create quotations

·         Advice Customers regarding order delivery status, products, marketing materials etc.

·         Solution for product requests (integral)

·         Entering transactions and processes

·         Handling outbound calls to customers to clarify order requirements when necessary

·         Quotation tracking

·         Contract review (to understand any specific terms and conditions agreed with a

customer)

·         Preparing the tender/project documentation

·         Answering order related questions

·         Gate Keepers

30 %

2.

Handle order management process

How is it accomplished/Key Performance Indicators?

·         Providing Customers with the information regarding delivery times

·         Order Acknowledgment

·         Support the pricing process, where required

·         Responsibility for accuracy of customer master data (ship to, bill to, name etc.)

·         Order status

·         Preparation for invoice readiness

·         Efficient and effective resolution of customer issues or inquiries.

·         Process credit/re-bills requests, resolve mis-shipments and provide proof of deliveries

·         Coordination of the ordering and delivery processes

·         service orders coordination

20 %

3.

Handling After-Sales Activities

How is it accomplished/Key Performance Indicators?

·         Handling returns and credit notes

·         Handling customer complaints (including warranty claims)

·         Accounts receivables – overdue invoices – contact customers to check what needs to be done

·         communication internally to Front End Logistic, Finance, Customer Support or other functional areas to clarify all doubts regarding the offer/project/product

·         Quality Field Actions communication and coordination with affected customers

15 %

4.

Support for sales

How is it accomplished/Key Performance Indicators?

·         Understand customer data (sales volume, frequency of purchase, ….) to predict the trends and customer needs in order to approach them actively (directly or through Sales Representatives)

·         Act as a professional and pro-active contact person for Customers

·         Maintain good business relations with Customers

·         Quotations follow up

·         Communication with Channel Partners, sending important information about promotions, issues, quality actions

5%

5.

Other Customer Service tasks

How is it accomplished/Key Performance Indicators?

·         miscellaneous (e.g. supporting audits, inventory)

·         participation in projects

Qualifications

High Level Requirements of Position:

Experience (required):

·       3 years in a similar job responsible for handling customer requirements post/pre order.

·       SAP or other ERP experience.

·       Purchasing and order placement along with general supplier handling  experience

·       Experience in handling customers/suppliers and solving problems

·       Excellent communication skills – both verbal and written

·       Detailed orientated with analytical skills

·       Excel and Microsoft tools experience

·       Fluent in English

Experience (preferred):

·       Bachelor’s degree in related field

·       Fluency in other language from the MEAIRR region

·       Experience in working with CRM and SAP

·       Commercial background

·       Project Management experience

Education (required):

·       Master Degree in related field

Travel:

<10 %