General Responsibilities

The key objectives of the Customer Service Representative are:

• To ensure customers are up to date on all relevant information related to deliveries.
• To ensure the sales responsible receives all relevant information in a timely manner.
• To maintain daily contact with Logistics, Sales Responsible, Team Leader, Finance and Master Data functions.
• To ensure the customers receive orders on time, in full or are informed on late deliveries as a minimum.

The key responsibilities of the CSR are:

1. Customer Service Account Management

• To maintain close contact with the region responsible sales rep-agents on a daily basis.
• To work closely with the sales team to ensure that a strong working relationship and good communication are maintained at all times.
• To provide support to B2B customers and maintain strong communication and working relationship.
• To resolve product or delivery problems by clarifying the customer’s complaint, determining the cause of the problem, 
  selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

2. Order intake management & Order Follow up

• Main order handling:
• To ensure that the orders are in the system on time, in full and that a clean order book is maintained at the end of every season.
• Repeat order entry:
• To place main and repeat orders on the system.
• Support to reach the respective repeat order target per season. Answering product questions and suggesting information about other products.
• Order releasing:
• To release orders from the warehouse.
• To ensure, on a weekly basis that deliveries are made to the customers on time and in full and to suggest alternatives if applicable.

3. Email / phone call / Information request handling

• To handle customer & consumers telephone calls and emails in a timely, efficient and effective manner
• To send copies of invoices, delivery notes or order confirmations if required to the customers.

4. Pickup / Return handling

5. Maintaining financial accounts by processing invoice adjustments and credit notes

6. Teamwork / Interdisciplinary

• (To provide support to other departments if required, e.g. translations) 

7. Training and coaching of (new) employees

• Act as ‘trainings buddy’ for new employees.

8. Reporting / Dashboard

• Provide daily update on numbers concerning area of responsibility.
• Admin quality Claim handling.

9. Projects

• Participation in interdisciplinary projects (e.g. supply chain, sales actions, etc.).

Job Experience & Requirements
Education

• At least MBO/Associates degree or equivalent working experience
  Experience
• Minimum of 5 years of working experience within a customer service role (preferably in an international retail organization)
• Experience with SAP
• Experience with Microsoft Excel

Language 

• Fluent in English (written and spoken) and French as a plus
• Additional language skills specific to the substructure/market (native/or near-native), written and spoken

Optional competencies

• Strong communication skills
• Capable of working under pressure in a fast-paced industry
• Team player