What you will do:
* Processing Repair / Work Orders incl. Loaner management
* Arranging returns and collections and handling proof of delivery and pricing requests
* Handling incoming e-mails and calls
* Proactively communicating with internal & external customers
* Investigating and resolving invoice disputes
* Logging and follow up of issue resolution and related communication back to the customer
* Take responsibility for executing tasks and supporting colleagues across several complex areas / processes and queries
* Work with your colleagues to effectively organize and prioritize the tasks within your specific areas
* Working collaboratively with other functions and divisions on cross‑functional or customer specific topics
* Assist in supporting and training more junior colleagues
* Act as a mentor for more junior customer service representatives
What you will need:
Essential:
* Has demonstrated the ability to build strong relationships with customers and colleagues
* Can communicate proactively and professionally with Sales team members and Customers
* Ability to adapt to different types of people and situations to ensure positive outcomes
* Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
* Good ERP system knowledge
Desirable:
* 5 years in technical customer service, order management or contact center roles
* Solid understanding of Customer Service process flows
* Solid understanding of good documentation practices and documentation retention
* Experience in service and maintenance, order management or technical customer contact processes
* Has some experience of handling difficult situations independently
* Working level of English
Competencies / Behaviors:
* Being able to stay in act and to remain calm under pressure, whilst communicating effectively to customers and other stakeholders
* Proven ability to solve problems and queries
* Ability to work on their own initiative, prioritizing and organizing workload based on their own experience as well as input from supervisor
* Highly customer focused
* Strong collaborator which sets high performance standards
* Strong internal drive and motivation to make a difference
* Positive, optimistic mindset and can‑do attitude
* Initiator that can identify and initiates actions to improve process outputs on Service, Cost & Quality
* Acts with integrity
* Ability to make autonomous decisions on operational and tactical levels
* Willingness to develop lean approach. Solid troubleshooting and problem solving skills under pressure are required
Pay rate will not be below any applicable local minimum wage rates.
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