Customer Service Representative
hace 1 semana
Job Description:
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.
Key Responsibilities:
- Sales and Sales Support:
- Supports and initiates follow-up actions by contacting customers (first and second line) and inform them about products in order to contribute to the realization of effective customer communication.
- Answers questions about product assortment and applications, production based on standard product, quoting prices and delivery times.
- (Re)negotiates contracts with customers for renewals regarding price, specifications and delivery within defined parameters and standards set by Sales, in order to continue the relationships with customers meeting volume, quality and price requirements.
- Order processing and data management:
- Handles incoming orders, in order to realise a timely and proper delivery of orders to customers. This includes monitoring, replenishing and entering order data into automated system for further order processing, tracking of orders being processed, identifying (potential) problems and ensuring timely and correct delivery of relevant information to the administration, purchasing and forwarding.
- Updates product data in the relevant systems, giving an up-to-date insight in products, prices and other relevant information, including processing of price indexations and adjustments and/or entering prices for new products and introducing of new products in the system, possibly add to customer assortment.
- Customer relationship management:
- Manages records and handles all customer requests and incoming orders in line with company policies and procedures, in order to effectively and timely deal with all customer encounters.
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