Job Description

Job Overview:

• Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
• They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about the company’s products or services.
• They may promote and sell our company's products or services as well as investigate and resolve customer complaints.
• This position is the central point of contact for customers in the household appliances segment and will take care of all daily operational requirements from inquiry and pre orders needs, through all post order activities. The position requires significant day to day contact with customers as well as with the employees in the sales, materials management, quality, product management, manufacturing and finance functions.

Responsibilities&Qualifications:

ECE and Satisfaction Management

• On-going efforts to drive ECE by interacting professionally towards your internal and external customers.
• KPI’s are related to Customer Satisfaction (VOC, STR) and Continuous improvement
• Support the execution of improvement actions based on customer feedback and transactional surveys. Metric - Transactional Survey

Customer Relationship

• Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries
• Proactive communication to Customer and liaise with parties to come up with solutions for open and upcoming matters. Customer visits might be required.
• Seek regular informal and formal feedback via transactional surveys or via phone and e-mail during daily communications

Manage Delivery Process / Execution

• Act on escalations, focus on Backlog and forecast reports.  Work with team to provide early warning of late deliveries to the Customer and team
• Review quote and order requirements, manage scheduling agreements, clear blocks, workflows daily, monitor critical shipments
• Liaise with the Planning department on delivery times and dates, changed customer demands and forecasts
• Handle product returns and quality complaints

Manage Interfaces & Build Service Culture

• Act as voice of the Customer for internal support departments
• Participate in development training and process improvement projects to expand and challenge learning new ideas and processes
• Take ownership for actions and follow through on tasks until resolved 

Responsibilities & Qualifications

• Time management, prioritization and organizational skills that provide the individual the ability to maintain progress on multiple tasks
• Adaptability to respond to changing priorities and business conditions
• Ability to function as a member of a small team and independently
• Experience with SAP is mandatory.

Competencies:

Values: Integrity, Accountability,Teamwork, Innovation

Are you interested to join the team? Create your CV online and apply today!

Job skills