Job Title: Multilingual Customer Service Representative
Responsibilities
* Comply with order management policies and customer inquiry procedures, adhering to Global Distribution Practices (GDP).
* Process orders in the SAP system after validation, following established business rules.
* Inform customers about product quality issues, recalls, or hold situations.
* Handle backorders and returns for customers, entering data into the system, obtaining necessary approvals, notifying customers, and clearing logs.
* Monitor open orders until completion and address exceptions.
* Audit and archive order and delivery documents.
* Respond to customer inquiries via phone, email, and fax, recording interactions in a call tracking tool.
* Reroute inquiries to relevant departments within Capability Centre or international markets.
* Resolve routine customer complaints and disputes, referring complex issues to proper channels.
* Investigate root causes and communicate outcomes to customers.
* Address internal ad-hoc inquiries.
* Collaborate with BFS teams in international markets to understand order requirements for new product launches and special orders.
Requirements
* Proficient in Dutch language - speaking, writing, and comprehension.
* Familiarity with French language may be considered, depending on the candidate's skills, particularly in SAP.
* SAP experience is essential.