Customer Service Representative

• Experience in a customer-oriented position (Min 2 years)
• Good knowledge of English (Both oral and written)
• Build and maintain customer relationships and trust
• Provide accurate and complete order management
• Adhere to company business rules and processes
• Follow communication procedures, guidelines and policies
• Understand the company's products and services and be updated about processes and trends
• Meet personal/customer service team targets
• Proficient in MS-Office. Good knowledge of SAP is an advantage
• Customer orientation and ability to adapt/respond to different types of characters

• Responsible for order handling process from beginning to end.
• Receives and processes all types of customer orders including complex and/or export orders, interaction via customer portals. Performs order entry activities following defined procedures and guidelines (allocation, business policy lead-time, order changes).
• Prepares and maintains correspondence with customers and internal company partners within the process on: Product availability, approved prices, lead times, status of customer order and ensures the necessary follow-up is taken.
• Pro-actively interacts with customer for notification of late orders due to product availability and informs customer on supply disruptions based on order coordinator input: late availability signals, changes in allocation, and follows instructions from Order Coordinator around back-order resolution.
• Actively monitors open orders to ensure that deliveries arrive at the customer on time, as committed.
• Works with 3rd party Logistics and Warehouse providers to get resolution in case of notification of transportation/warehouse issues and when orders in danger for late loading. Involves Logistics Specialist in case of escalation and keeps the customer informed.
• Is responsible for management of consignment stock: consignment fill-up, inventory management, invoicing, supports Sales with physical count, reconciliation.
• Processes customer complaints and returns according to Complaint Management process and return policies. Is able to identify need for extra information to enable a thorough complaint analysis.
• Follows desk procedures/policies in compliance with ISO, IATF requirements and/or other Quality System requirements.
• Initiates customer master data requests following defined procedures and guidelines.
• Is able to act as a back-up of other CSR positions in the Team.
• Receives, corrects and processes complex orders shipped between regions.
• Has understanding of cash collection process e.g. credit hold next steps/actions. On request, resolves open credit issues with customers and issues invoice adjustments and other debits/credits (pricing and quantity related billing corrections).

Adecco