Customer Service

hace 7 meses

Madrid, España Walters People A tiempo completo

The Senior Customer Service Representative will correctly manage an Export Customer Service desk, prioritization of activities and building effective customer relationships.
This will include coaching on: export orders, systems and work process issues
This is a key role in the integration and smooth transition of all future merger or acquisition related to processes and system issues

Primary Responsibilities:

- Process, monitor and follow up customers’ purchasing orders.
- Manage invoice creation, corrections, and return of the material activities.
- Coordinate national and export orders, including all supporting documentation.
- Ensure the overall ordering handling process is SOX compliance.
- Monitor and ensure delivery date and product quality to meet customer requirements.
- Provide proactive updates to customers to ensure ongoing customer satisfaction and to resolve any customer concerns that may arise.
- Update internal systems with record of customers and other additional information as needed.
- Establish key communication link between customer and internal departments (sales, logistics, finance, production) to keep all involved parties aware of customer activities.
- Handle customer complaints, providing appropriate solutions and alternatives within the time limits, follow up to ensure resolution.
- Identify and propose continuous improvements that help to meet customer´s requirements.
- Support to improvement projects cross-function.
- Ensure that the customer experience with the company is the best possible and that we achieve the compromised service levels.
- Provide feedback to requests from internal and external auditors in a timely manner.
- Be the Customer's voice for improvement and development of new features.
- Provide day to day support to Junior Customer Service Representative Team.
- Make deployment recommendations/decisions regarding accounts and countries outside the EU
- Participate as Subject Matter Expert on Export Orders/Documentation.
- Train new Customer Service Representatives and/or others on new systems enhancements as needed.
- Ensure the overall ordering handling process is SOX compliance.
- Support on improvement projects cross-function.
- Other duties as assigned.

Critical Success Factors:
The Senior Customer Service Representative needs the desire to provide excellent customer service, promote and maintain high standards of quality. It will be important to have a positive and proactive attitude with a continued improvement mind-set.

Among the skills to success:

- INTERPERSONAL EFFECTIVENESS: Must demonstrate the ability to be versatile and flexible with multiple team members, various business partners and customers while effectively influencing others and managing outcomes.
- TEAMWORK: Must possess the interpersonal skills and versatility to work effectively and appropriately with a wide variety of partners and customers.
- INITIATIVE: Must have the experience and confidence to make independent decisions and remove roadblocks to the team's success.

SKILLS & QUALIFICATIONS
- Bilingual level in English and French.
- Other languages would be an advantage such as Spanish and German.
- 3-5 years’ experience in a customer service role in Exports Order Handling.
- Working knowledge of MS Office packages, advance Excel experience will be an advantage.
- Self-motivated and result-oriented and a good team worker (cross-cultural).
- Strong ability and desire to provide excellent customer service and to promote and maintain high standards of quality.
- Positive and proactive attitude.
- Excellent communications skills.
- Adapt to changes.

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