Onsite Customer Service Agent

What you will do:

Assure and improve communication between the warehouse and the Customer Service team.

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 input in SAP (different order types)

Send order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc)

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

Issue internal complaint and RMA if required. (Salesforce/SAP)

Send customer receipt confirmation of complaint

Follow up and coordinate internally on solution and corrective actions

Inform customer about corrective actions or escalate/involve account manager

Action on solution and corrective actions

SAP and Salesforce credit-note procedures (DOA)

Handle customer questions on deliveries, delays, problems, etc.

Follow-up on pending basic quotes

Coordinate approach with Inside/outside sales representative

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

Case management in Salesforce

Support debtor control on collecting accounts receivable

Keep customer details and price agreements up-to-date.

Collect, share and document leads, projects, competitor details

What we look for:

Fluent in English (conversational)

Customer-oriented experience with a focus on details

PC skills – MS office

Communication and interpersonal skills

Problem-solving

Experience in international calls

SAP (desirable)

WD30204669