Job Description

Our Customer Care is working as a Core Department between other departments within the company. The main activity is to make sure that everyone is working accordingly to the latest information provided by customers, internal system (EDI) and maintaining customers’ satisfaction as high as possible. We work differently from standard customer service roles because we are more data oriented due to the type of customers and products sold.

In order to be able to proficiently deal with this role it is necessary to have a strong mind-set, good relational skill (in/out company) and to be able to deal with a fast paced environment.

Principle Responsibilities

• Order Processing for emailed, faxed, Tooling/Prototype or intercompany orders (all non-EDI orders)
• EDI Order Processing / system check / system clean-up / analysis of forecast and customers’ demands
• Tracking of customers’ orders progress and send updates on delays to customers proactively;
• Interrogation of the information system for delivery, quantity and quality issues;
• Keep records of delivery performance and generic satisfaction level of customer portfolio;
• Validation of information with all departments involved before communication to customer (when needed e.g. fast moving situation);
• Communication of order status to customer via telephone and e-mail;
• Reporting of issues and risks to sales, quality, dispatch and technical department;
• Identify and assess customers’ needs to achieve satisfaction;
• Build sustainable relationships of trust through open and interactive communication;
• Provide accurate, valid and complete information by using the right methods/tools
• Raise delivery notes in support to dispatch department when needed;
• Invoice customers, send invoices (post/email) and chase payments in case needed;
• Verify periodically with sales customers’ trade agreements, pricelist, requirement;
• Keep the system updated with all relevant information about customer (trade agreements, pricelist, requirements);
• Built up a CMR with all the relevant information about customer’s personal portfolio.
• Process sample order to customers or other branches;
• Follow-up along sales of quotations, specific projects and any specific activity related to customers ;
• Follow-up tickets and internal request to other departments;
• Verification with customers and company’s of express shipment requests;
• Main point of contact between different departments (technical, supply chain, finance, planning, quality…) and therefore among the main task there is that of keeping internal communication on issues active;
• Keep track of transport cost (both standard and express);
• Meeting with customers (call / visit to our company / exhibitions…)
• Check level of item stock before dispatch, in case stock is not available check internally with planning and return to the customer. When material is available proceed with giving instruction to warehouse for dispatch;

The detailed duties and responsibilities may vary in accordance with the work/business demands and development of the department. This role is flexible to be full time or part time.

Benefits:

• Company pension
• Life insurance
• On-site parking
• Referral programme

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

COVID-19 considerations:
To keep our employees as safe as possible, we have plastic barriers between office desks, hand sanitizer and operate social distancing

Experience:

• customer service: 1 year (Preferred)

Education:

• A-Level or equivalent (Preferred)

Job Duties:

• Answer incoming customer inquiries
• Stay up-to-date on new products, services, and policies
• Collect and report customer feedback to ensure that best practice is recognized and maintained
• Engage with customers in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies

Work remotely:

• No

Required Knowledge, Skills, and Abilities

High Ethical Behavior. Self-motivated and goal oriented. Excellent communication skills (written and verbal). Attention to detail. Able to work under pressure. Positive attitude. Willingness to learn. Team player. Foreign Language - Desirable. Proficient in Microsoft Office - Essential. Microsoft Dynamics AX - Desirable. Experience working in an international environment and across different cultures. Documentation Knowledge (invoices, delivery notes etc.). Problem Solving. Time Management.