Do you enjoy working with customers, solving problems, and keeping things running smoothly behind the scenes? We’re looking for a Customer Support Representative who is passionate about delivering excellent service and creating great customer experience every day.
Purpose of the position:
The Customer Support Representative is striving for excellent customer satisfaction. This role is the first point of contact for our customers, handling the order-to-invoice cycle, and answers all incoming inquiries including customer complaints. Ensure a successful service by partnering up and coordinating with internal departments.
Position content:
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Perform order fulfilment activities in compliance with services levels according to the customer segmentation (Operational Service Packages) of assigned customers
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Handle daily activities and communication in the order to invoice cycle, including digital and manual order processing, backorder management.
- Monitor SAP order to fulfillment pipeline (blocked/open orders) on a daily basis
- Handle and follow up on customer claims including creation of credit/debit notes, returns and replacements, and other tasks ad hoc tasks
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Process general customer inquiries via phone and e-mail regarding company, products, prices, and delivery fulfillment
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Maintain information on customer platforms (for order to invoice) when required
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Collect, document and lead internal optimization activities to improve customer scorecards and ensure customer excellence
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Collaborate with cross-functional teams, including supply chain, and finance, to ensure smooth order processing and timely delivery
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Actively generate and implement ideas for internal process optimization and towards the customers (First Time Right Methodology)
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Constantly adopt the change in new processes, new tools, new ways of working overall with AI roll out.
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Constantly analyse and support efficiency optimization to improve KPIs.
Scope: Local
Budget responsibility: No
Leadership: No
Capabilities:
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University degree or equivalent knowledge in the field of Business Administration, Supply Chain Management (SCM)
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Very good written and spoken English / Dutch skills (B2 level or higher)
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One or more local languages required in the assigned geography
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2+ years of relevant professional experience in an international, matrix-organized company
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Experience in Customer Service/other direct customer facing roles is a plus
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Ideally good SAP SD skills including EDI as well as CRM (MS Dynamics)
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Strong service and excellent customer-oriented communication and problem-solving skills
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Enjoying a variety of administrative tasks
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Flexible, self-organized and able to work under pressure
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Team player with a reliable and structured working style
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Comfortable working in a changing, dynamic environment
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High digital affinity and passion for working with digitized systems and processes
