Associate Customer Service Representative works within a team environment that delivers Order Entry, Inside Sales and Administration activities, as well as acting as one of the main pre‑ and after‑sales customer contact points, responsible for managing fast and effective exchange of commercial information between Sales, Distributors, Supply Chain/Logistics and other departments, in order to respond to customer queries and/or transactions in a manner that exceeds customer expectations.
Essential Responsibilities
* Phone, Email and Web support to Sales, Service, Distributors, Dealers, Direct Customers and OEMs for information on lead times, status of internal / external sale orders and/or return authorizations, shipments of materials, expediting of shipments and or material; including tracking/managing internal & external customer issues.
* Manage allocated key accounts and regions, and back up other regions.
* Phone, Email and Web support to resolve outstanding invoicing issues.
* Work in cooperation with team members from Sales, Inside Sales and Technical Support to help resolve issues, and find improvements which increase ease of doing business, and prevent those issues arising again.
* Interface with Supply Chain & Engineering to coordinate shipments of material to meet customers’ requirements.
* Co‑ordinate service/goods Inwards and other departments as necessary to coordinate the return of material for repair and/or restock.
* Where necessary, effectively enter customer’s data, agreements, return authorizations, training registrations, sales orders and invoices in a timely manner with focus on eliminating errors; using departmental service goals and objectives as a guideline to required performance.
* Enter and maintain Customer Master Data plus execution of relevant security checks.
* Participate in process improvement projects on an ad‑hoc basis.
* Using customers’ portals for order management purposes.
* Participate in regular customer calls.
* Ensure all transactions are compliant as per BH policies and Druck Export Control regulations.
Qualifications/Requirements
* Excellent in spoken and written English.
* Previous experience in customer service.
* Good knowledge of MS Office applications (User Level).
Desirable
* Proven SAP systems experience an advantage.
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