CSR Ducted Parts Sr

What will you do?

Follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time.

How will you do it?

Order Processing

• Incoming calls management
• Order input in the system (different order types)
• Send order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc.)

Backorder monitoring and order management

• Monitor the customer backorders in conjunction with Customer, Warehouse, Supply & Demand, Credit Control, Purchase and Forwarder.
• Maintenance of planned shipping days (delays, customer requests, etc)
• Handle customer order cancellations (DOA)
• Monitor call-off orders

Handling non-conformities and complaints

• Issue internal complaints and RMA if required. (Salesforce / Lawson)
• Send customer receipt confirmation of complaint.
• Follow up and coordinate internally on solution and corrective actions
• Inform the customer about corrective actions or escalate/involve account manager
• Action on solution and corrective actions
• SAP and Salesforce credit-note procedures (DOA)

Enquiry handling

• Handle customer questions on deliveries, delays, problems, etc.
• Follow-up on pending basic quotes

Customer care

• Handle customer questions effectively and in a service-oriented manner
• Follow up on actions requested in sales representatives call reports
• Inform customers about changed delivery times and equivalent products

Filing & miscellaneous

• Case management in Salesforce
• Keep customer details and price agreements up-to-date.

What are we looking for?

• Bachelor’s degree in business, international relations or related.
• Minimum 1 year of experience working as CSR (from a manufacturing company is a plus)
• Due to the global nature of the role, proficiency in English language is a must.
• Customer-oriented with a focus on details
• PC skills/ MS office
• Problem-solving
• Sense of urgency