The customer service is the central information hub between customers, sales, technical, planning, production, logistics and finances. The customer service representative is responsible for providing exceptional and efficient service to customers by addressing inquiries, resolving concerns, and ensuring overall satisfaction. Issuing quotes, entering orders, overseeing the transports, invoicing, answering e-mails and many more interesting tasks are part of the daily job. Providing after-sales services and upkeeping of various record systems round it off.
Responsibilities
Prepare customer quotations in cooperation with sales and technical team
Clarify product details, amounts and delivery dates with customers & sales representatives
Order entry, order confirmation to clients and order tracking
Follow-up with planning on improving dates if not in line with request date
Close follow-up with finance on receiving advanced payments
Tracking inventory
Strong understanding of order requirements and logistics, schedule changes and urgent orders
Coordinate and evaluate shipping requirements with customers
Updating records in various systems
Follow-up on timely dispatch of Make & Ship orders and execute necessary release of Make & Hold orders to be shipped based on customer requests/consignment warehouse and aged inventory
Prepare necessary export documentation for customs clearance based on delivery and payment terms, bank requirements, etc.
Ensure daily invoicing of goods shipped
Respond to customer inquiries promptly and ensure proper follow-up and satisfactory solution to outstanding issues. Keep record of customer transactions and the respective actions taken by CSR
Ensure all necessary approvals are in place and stored
Understanding of revenue recognition and audit requirements
Ensuring that master data is correct in system (example: name & address, VAT number, incoterms, payment terms, revenue method & location etc.)
Entering approved pricelists in SAP as a deal
Following the Eurasia Business Rules
Different SOX testing procedures in a timely manner
Keep track of customer overdue and take necessary action to receive payment
Enter correct proof of delivery date in SAP according to the different incoterms
Preparing export documents for intercompany shipments
Goods receipt into Europe from production sites in Asia and Americas
Help testing different systems if necessary (Integrated System Testing)
Claim handling
Backup for colleagues for different countries
Continuous improvement in the service quality and overall
Required Skills
Strong organizational and administrational strength
Pro-active problem analysis and problem-solving skills with the ability to meet deadlines
Attention to details and accuracy – sense of urgency
Good communication skills – verbal and written
Solution-oriented approach and the ability to handle complex queries
Qualifications
Professional experience in customer service or in a directly related capacity
