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Customer Service Representative

hace 3 meses

Tres Cantos, Madrid, España Nutreco A tiempo completo

The Customer Service Representative handles advisory and commercial customer requests, both reactively and proactively and in line with the relevant guidelines.

He / she ensures adequate and reliable customer administration, in order to contribute to customer satisfaction and realization of the commercial targets of the OpCo.

Activities include accepting and processing of incoming orders, answering questions, solving problems and customer complaints on orders, so that the customer satisfaction and continuity of the relationship are guaranteed

The Customer Service Representative role is located within the Customer Service department of an OpCo.

The main function of the department is to handle orders and to provide coordination with customers about products, delivery options and complaints. The client base may include a variety of customers, from independent clients as distributors to individual farmers, and customers covered by a key account.

The product portfolio, the number of different products / formulations and the geographical scope (countries / regions served) of the OpCo define the complexity of the role of Customer Service Representative.

At level IV and V, the role of the Customer Service Representative may include team leader / supervisory responsibilities for levels below, planning, coordinating and supervising the activities in the Customer Services team, in order to plan and realise the day-to-day activities and optimal work distribution within the team.

Job Description:

· Ventas y soporte de ventas

o Apoya e inicia acciones de seguimiento contactando a los clientes (primera y segunda línea) e informándoles sobre los productos con el fin de contribuir a la

Realización de una comunicación efectiva con el cliente.

o Responde preguntas sobre el surtido de productos y aplicaciones, la producción basada en productos estándar, cotizando precios y plazos de entrega

o (Re)negocia contratos con los clientes para renovaciones en cuanto a precio, especificaciones y entrega dentro de los parámetros y estándares definidos por Ventas, en

con el fin de continuar las relaciones con los clientes cumpliendo con los requisitos de volumen, calidad y precio.

· Procesamiento de pedidos y gestión de datos

o Gestiona los pedidos entrantes, con el fin de realizar una entrega oportuna y adecuada de los pedidos a los clientes. Esto incluye el monitoreo, el reabastecimiento y la introducción de pedidos

datos en un sistema automatizado para el procesamiento posterior de pedidos, el seguimiento de los pedidos que se procesan, la identificación de problemas (potenciales) y la garantía de

Entrega de información relevante a la administración, compras y reenvío

o Actualiza los datos de los productos en los sistemas pertinentes, proporcionando una visión actualizada de los productos, los precios y otra información relevante, incluido el procesamiento de los precios.

Indexaciones y ajustes y/o precios de entrada para nuevos productos e introducción de nuevos productos en el sistema, posiblemente añadidos al surtido de clientes

· Gestión de las relaciones con los clientes

o Gestiona, registra y gestiona todas las solicitudes de los clientes y los pedidos entrantes de acuerdo con las políticas y procedimientos de la empresa, con el fin de tratar de forma eficaz y oportuna.

con todos los encuentros con los clientes.

o Registra, administra y actualiza toda la información del cliente, contratos, solicitudes, datos de pedidos, quejas y/o señales en los sistemas relevantes con el fin de

oportuna, precisa y completamente tener una visión del tipo y estado de los clientes, contratos, solicitudes, quejas y / o señales, y los pedidos pueden ser

procesado correctamente

· Satisfacción del cliente

o Registra y resuelve todos los problemas/solicitudes de los clientes dentro de los plazos prescritos para mantener la confianza del cliente, si es posible resolviendo problemas de forma activa.

Quejas

o Proporciona soporte a los clientes sobre los problemas estándar más comunes, preguntas, quejas, etcétera, para que se resuelvan y los clientes se apaciguen.

Esto incluye el registro adecuado del problema o la queja, determinar la naturaleza y la causa del problema / queja y traducir el mensaje en un

descripción del problema, de acuerdo con los procedimientos; Escalar problemas complejos / quejas

o Supervisa el progreso de los problemas/quejas delegadas o escaladas y mantiene informado al cliente sobre el estado de los informes, administrativos

Consolidación de la notificación y registro en el sistema

· Mejora continua

o Señala cuellos de botella en procesos, procedimientos y/o sistemas (de trabajo) y contribuye al cambio/optimización del departamento.

· Comunicación / coordinación

o Se comunica con los clientes e informándoles sobre soluciones a problemas / quejas. Explica las opciones de productos alternativos. Informa a los gerentes sobre

Problemas complejos / quejas. Lleva a cabo la correspondencia y la preparación de informes

o Podrá planificar, coordinar y supervisar las actividades del equipo de Atención al Cliente, teniendo en cuenta las directrices y procedimientos aplicables, con el fin de planificar y

Realizar las actividades del día a día y la distribución óptima del trabajo dentro del equipo.

Our organisation:

Trouw Nutrition is the global leader in innovative feed specialties, premixes and nutritional services for the animal nutrition industry. Trouw Nutrition provides species-specific nutritional solutions consisting of feed concepts, products and nutritional know-how. The unique combination of products, models and services Trouw Nutrition offers, boosts productivity and supports animal health through all life stages, contributing to our customers' peace of mind. Trouw Nutrition's nutrition solutions have met the need of farmers and home-mixers, feed producers, integrators and distributors. Trouw Nutrition has locations in 25 countries and around 5000 employees. Our mission is Feeding the Future.

Equal Opportunity Employer:

Trouw Nutrition is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, military status or any other status protected by applicable local law. Please advise us at any point during the recruitment and selection process if you require accommodation. Trouw Nutrition is committed to compliance with all applicable legislation, including providing accommodation for applicants with disabilities.

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