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)