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This is a key role within our organization, where you will work closely with the Key Account Manager / Regional Sales Manager to provide accurate product / service information and resolve any emerging problems that our customers might face.
Main Responsibilities:
- Provide outstanding customer support by analysing, processing and responding to customer and sales team needs.
- Process all customer orders accurately and promptly upon receipt. Customer data must be validated at the time of order for pricing, terms, exceptions and any special shipping requirements.
- Ensure that all customer queries (internal and external) on product quality, availability and substitutions, inventory and order status, pricing, billing, invoices and carrier concerns are resolved satisfactorily.
- Assist the sales team with account inquiries and problems involving product quality, carrier concerns, product availability, pricing and billing.
- Respond to all customer complaints immediately and notify all relevant parties. Escalate as needed.
- Maintain customer account information, assuring efficient billing and maintenance of all related paperwork.
- Responsible for compliance with applicable corporate policies and procedures.
Required Skills and Qualifications:
- A degree or equivalent work experience.
- 3 years of experience in a customer service team environment.
- Fluent in English (other languages will be a plus).
- Knowledge of ERP system (SAP Business 1) will be an advantage.
- Microsoft Office software, Excel and others.
- Familiarity with Incoterms and import/export documentation is a plus.
- Experience in the food and beverage industry will be an advantage.
