Customer Service Team Leader

hace 4 semanas


Madrid, Madrid, España Nutreco A tiempo completo

Sales and Sales Support
Supports and initiates follow-up actions by contacting customers to contribute to the realization of effective customer communication. Answers questions about product assortment and applications, and provides information on prices and delivery times. Renegotiates 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 to realize a timely and proper delivery of orders to customers, including 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. Registers, administers, and updates all customer information, contracts, requests, order data, complaints, and/or signals in the relevant systems in order to timely, accurately, and completely have insight in the type and status of customers, contracts, requests, complaints, and/or signals, and orders can be processed correctly.

Customer Satisfaction
Logs and resolves all customer problems/requests within prescribed timescales to maintain customer confidence, if possible by actively solving problems/complaints. Provides support to customers on the most common standard problems, questions, complaints, etc., so that they are resolved and customers are appeased. This includes properly recording of the problem or the complaint, determine the nature and cause of the problem/complaint, and translate the message into a problem description, according to procedures; escalate complex problems/complaints. Monitors progress of delegated or escalated problems/complaints and keeps the customer informed about the status of reporting, administrative consolidation of the notification, and recording in system.

Continuous Improvement and Communication/Coordination
Signals bottlenecks in (work) processes, procedures, and/or systems and contributes to the change/optimization of the department. Communicates with clients and informs them about solutions to problems/complaints.



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