The key responsibilities of the CSR are:

• 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 managing the customer’s complaint, proposing and implementing appropriate solutions, and following up to ensure full resolution of the customer’s concern.

Order intake management & Order Follow up

Main order handling:

• Ensure that all orders are entered into the system accurately and on time before 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 by answering product inquiries and suggesting information about other products.

Order releasing:

• Manage the release of orders of the warehouses
• To ensure, on a weekly basis that deliveries are made to the customers on time and in full and to suggest alternatives if applicable.

Email / phone call / Information request handling

• To handle telephone calls and mail from B2B and Sales agents in a timely, efficient and effective manner
• To send copies of invoices, delivery notes or order confirmations if required to the customers.

Pickup / Return handling

• Issuing credit notes for quality claims or returns upon Sales approval, and ensuring follow-up on all cases until resolution.

Teamwork / Interdisciplinary

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

Training and coaching of (new) employees

• Act as ‘training buddy’ for new employees.

Reporting / Dashboard

• Provide daily updates on data related to the area of responsibility or assigned country market, ensuring accuracy and timely communication.
• Admin quality Claim handling.

Projects

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

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 (if needed)

• Fluent in English (written and spoken)
• Fluent in Spanish (written and spoken)
• 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