Customer Service Representative with English [Poland]

 

Overview:

This position provides support to Customer Service Representatives in cross-functional processes targeting on supporting processes, tools, training, customer satisfaction, KPI, Data Analysis and interface to other departments.

Responsibilities:

30 %

1.

Handling Presales Process / Process all types of customer orders

How is it accomplished/Key Performance Indicators?

• Handling incoming calls, inquiries, requests

• Develop integrated product solution referring to customer specific requests

• Create quotations

• Advice Customers regarding order delivery status, products, marketing materials etc.

• Solution for product requests (integral)

• Entering transactions and processes

• Handling outbound calls to customers to clarify order requirements when necessary

• Quotation tracking

• Contract review (to understand any specific terms and conditions agreed with a

customer)

• Preparing the tender/project documentation

• Answering order related questions

• Gate Keepers

30 %

2.

Handle order management process

How is it accomplished/Key Performance Indicators?

• Providing Customers with the information regarding delivery times

• Order Acknowledgment

• Support the pricing process, where required

• Responsibility for accuracy of customer master data (ship to, bill to, name etc.)

• Order status

• Preparation for invoice readiness

• Efficient and effective resolution of customer issues or inquiries.

• Process credit/re-bills requests, resolve mis-shipments and provide proof of deliveries

• Coordination of the ordering and delivery processes

• service orders coordination

20 %

3.

Handling After-Sales Activities

How is it accomplished/Key Performance Indicators?

• Handling returns and credit notes

• Handling customer complaints (including warranty claims)

• Accounts receivables – overdue invoices – contact customers to check what needs to be done

• communication internally to Front End Logistic, Finance, Customer Support or other functional areas to clarify all doubts regarding the offer/project/product

• Quality Field Actions communication and coordination with affected customers

15 %

4.

Support for sales

How is it accomplished/Key Performance Indicators?

• Understand customer data (sales volume, frequency of purchase, ….) to predict the trends and customer needs in order to approach them actively (directly or through Sales Representatives)

• Act as a professional and pro-active contact person for Customers

• Maintain good business relations with Customers

• Quotations follow up

• Communication with Channel Partners, sending important information about promotions, issues, quality actions

5%

5.

Other Customer Service tasks

How is it accomplished/Key Performance Indicators?

• miscellaneous (e.g. supporting audits, inventory)

• participation in projects

Qualifications:

High Level Requirements of Position:

Experience (required):

• 
  3 years in a similar job responsible for handling customer requirements post/pre order.

• SAP or other ERP experience.

• Purchasing and order placement along with general supplier handling experience

• Experience in handling customers/suppliers and solving problems

• Excellent communication skills – both verbal and written

• Detailed orientated with analytical skills

• Excel and Microsoft tools experience

• Fluent in English

Experience (preferred):

• 
  Bachelor’s degree in related field

• Fluency in other language from the MEAIRR region

• Experience in working with CRM and SAP

• Commercial background

• Project Management experience
  

Education (required):

• 
  Master Degree in related field
  

Travel:

<10 %

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