The Customer Service Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and, ultimately, positively impact revenue generation. This position manages the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the customer (at the right time, with the right product, with the right equipment and the right paperwork). The CSR supports, as well, the Sales Department cooperating closely with Account Managers and providing them with information and details on the business.
Your main responsibilities:
- Order Management / Order Processing from point of order receipt through delivery to customers:_
- responsible for all activities that require a direct interface with the customer (direct, Agents, Distributors), coordinates the service/support from other functions, inside and/or outside of the company, to ensure that customers receive the product exactly as requested (e.g., in time and in spec), with proper documentation.
- Customer claim management: preliminary analysis of the claim with request for additional information if missing, involvement and coordination of the competent departments, providing the customer with answers, reports, corrective actions and credit notes if necessary.
- Utilizing SAP system and other order management tools to accurately and timely place customer orders (e.g., standard, rush, samples, etc.) and update the order management process from order entry to shipment and after sales service (i.e. managing of returns and claims)
- Sales Support Activities: _
- Collection and evaluation of request for quotation/checklist in collaboration with Sales & Account Managers and Technical Support.
- Check selling price including cost, duties, VAT and profit
- Act as first filter to understand whether a customer should be managed directly or in distribution, checking that the customer has provided all the information necessary to respond to the request and following-up on quotation and samples.
- Provide support to Account Managers in forecasting and monitoring the purchase volumes of the main customers
- Others:_
- Shipping & related Management of documents of extra EU countries: selection of transport quotation and freight forwarder, preparing shipping documents, check of export documents and bill of lading, archiving all shipping and export documents.
- credit collection
- Third party diligence: initial screening and customer master data entry
- LTSD issuing
Qualifications:
- Bachelor degree
- minimum 4 years in similar role
- Experience in International Trade (Import / Export order handling), Sales Administration or Demand & Supply Planning / Distribution resource planning is a plus
Skills & Abilities:
- Solid Communication (verbal and written) in English
- German is a plus
- strong problem-solving attitude
- team player
Contratto di lavoro: Tempo pieno, Tempo indeterminato
Benefit:
- Assistenza sanitaria integrativa
- Buoni pasto
- Computer aziendale
- Fondo pensione
- Lavoro da casa
- Parcheggio libero
- Supporto allo sviluppo professionale
Orario:
- Dal lunedì al venerdì
- Orario flessibile
Tipi di retribuzione supplementare:
- Bonus annuale
- Tredicesima