Customer Service Representative with German

hace 7 días

Barcelona, España Kennametal, Inc. A tiempo completo

**Customer Service Representative with German**

The CSR position is a key role for our EMEA market. Taking care of different tasks, such as Quotation, Order and Complaint Management, you will work along with different teams and customers to assure the correct processing and delivery.

Our office is in Sant Cugat del Valles, Barcelona. We can offer partial home office possibilities.

**Responsibilities**:

- Telephone and written customer service
- Interface with internal departments
- Collaboration with sales
- Responsibility for customer satisfaction in general
- Increase customer satisfaction through defined actions (based on supplier ratings)
- Quotation Management
- Check and creation of RFQ ‘s
- Coordination of custom tooling solutions with engineering & sales
- Commercial preparation of quotations
- Pricing within escalation matrix
- Delivery times
- Creation and submission of the quotation to customer
- Tracking of open offers in cooperation with sales
- Order Management
- Creation and check of sales documents
- Orders
- Scheduling Agreements
- Quantity Contracts
- Test
- und Demonstration orders (T&D)
- Returns (RMA)
- Complaints
- Repair orders
- Reconditioning orders
- Coordination of custom tooling solutions with engineering & sales
- Technical clarification
- Obtaining drawing approvals
- Engineering Request to amend existing drawings
- Sending order confirmations, invoices, drawings, etc.
- Open Order Management
- Monitoring of delivery dates
- Reminder of potentially late items in manufacturing plants and purchasing
- Communication of late shipments with customers and sales
- Processing incomplete sales documents
- Processing EOL items within PLCM
- Monitoring, coordination and delivery of expired contracts with customers and sales
- Complaint Management
- Check and creation of Complaints in CRM/ MSD
- Monitoring and ensuring service level agreements (SLA) with respect to the processing time of complaints
- Wording out of complaint responses (incl. translation)
- Completion of Complaints in CRM/ MSD
- Creation of Credit Memos
- Creation of replacement orders
- Supporting sales promotions and campaigns (incl. Quarter End)
- Digital document management and filing according to standard procedures

**Requirements**:

- Completed commercial apprenticeship
- At least 2 years’ experience in Customer Service
- Independent customer-oriented way of working
- Strong collaboration, communication and negotiation skills

As part of our core values, Kennametal is committed to providing an inclusive and welcoming environment for all people. We are an Equal Opportunity employer.

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