Customer Service Team Leader

hace 1 mes

Tres Cantos, España Trouw Nutrition 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 incoming orders, answering questions, solving problems and customer complaints on orders, so that 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 realize the day-to-day activities and optimal work distribution within the team.

Job Description:

  1. Sales and Sales Support:
    1. 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.
    2. Answers questions about product assortment and applications, production based on standard product, quoting prices and delivery times.
    3. (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.
  2. Order processing and data management:
    1. Handles incoming orders, in order to realize 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.
    2. 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 new products in the system, possibly adding to customer assortment.
  3. Customer relationship management:
    1. 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.
    2. 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.
  4. Customer satisfaction:
    1. Logs and resolves all customer problems/requests within prescribed timescales to maintain customer confidence, if possible by actively solving problems/complaints.
    2. Provides support to customers on the most common standard problems, questions, complaints, etc., so that they are resolved and customers be appeased. This includes properly recording the problem or the complaint, determining the nature and cause of problem/complaint and translating the message into a problem description, according to procedures; escalate complex problems/complaints.
    3. 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.
  5. Continuous improvement:
    1. Signals bottlenecks in (work) processes, procedures, and/or systems and contributes to the change/optimization of the department.
  6. Communication/coordination:
    1. Communicates with clients and informs them about solutions to problems/complaints. Explains options on alternative products. Informs managers on complex problems/complaints. Conducts correspondence and preparation of reports.
    2. May plan, coordinate, and supervise activities of the Customers Services team, taking into account applicable guidelines and procedures, in order to plan and realize day-to-day activities and optimal work distribution within the team.

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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