Representative Customer Service

Key role overview

• End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration
• Engage with customers to provide a positive, quality Sales experience in all circumstances
• Closely collaborate with Sales department and across all business functions both locally and centrally
• Promote a high level of customer satisfaction and quality of service
• Provide quality and proactive support to both internal and external customers

Day to day CS responsibilities:

• End-to-end management of the OTS (order to shipment) process
• Daily contact/liaison with customers and sales team
• Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery
• Ensure daily log-in & consistent availability on cloud-based, interactive telephony system (Fuze)
• Process customer pricing approval requests (PAR) and action/follow up within appropriate departments
• Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team
• Provide customer and internal reports as and when required
• Update and maintain all customer records in conjunction with Master Data
• Promote & follow-up electronic ordering (Teccom/EDI)
• Support in processing customer invoicing & resolution of queries as appropriate
• Review and update packing/shipping instructions
• Maximize shipments and improve availability where possible
• Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary)
• Follow-up proactively with material and delivery issues, ensuring high level of customer focus
• Interface with credit department and all other departments
• Meet forecast pressure
• Initial point of contact for all first-level customer complaints and queries
• Follow all procedures according to corporate guidelines (in a timely manner) 
• Provide documents whenever necessary/as required for audit purposes
• Work closely with the DC and manage stock levels and delivery dates

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