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Job Purpose and Impact

The Customer Service Representative will support a moderate scale of customer service activities, playing a pivotable role and monitoring shipping and return. Your responsibilities will include processing complex orders from customers and resolving any order or delivery issue that arise. You will the main point of contact regarding any topic related to order execution.

Key Accountabilities

• Inform customers about order status, invoices, contract balances and other information needed to complete the sale
• Primary contact for customer enquiries: act as the initial point of contact for customers, addressing all enquiries and issues
• Execution of customer service strategies: implement customer service strategies as requested and active participation in various projects to enhance service delivery
• Support for improvement projects: provide support to improvement projects and commitments requiring a comprehensive understanding of customer service practices and procedures.
• Join customer visits together with Sales team
• Develop customer relationships and build trust with internal and external stakeholders.
• Coordinate communication with other internal stakeholders such as sales, finance, supply and transport execution
• Show proactiveness and initiative for handling issues and problems, and escalate more complex issues to appropriate staff
• Act as a TAG/SME to assigned areas.

Order management flow

• Maintain clear communication with the contract desk to guarantee seamless order processing.
• IDEX Leadership: take the lead in conducting digital IDEX sessions a few times a
• Use Idex dashboard to monitor orders status and take action and follow up with relevant departments to ensure delivery on time to customers

Incident & reporting 

• Handling service issue: proactively address and manage service issues to ensure swift and effective resolution
• Complaint resolution: effectively respond to customer complaints
• Present feedback to customers in a clear and constructive manner using insights gained to strengthen customer relationships 

Systems

• Ship-to Information updates: ensure that ship-to information is consistently updated to reflect accurate delivery details
• Customer data maintenance: ensuring all relevant information is up-to date, with the support of customer enablement team

Dispute management 

• Invoice issue resolution: address and resolve invoice issues promptly, making necessary corrections to ensure accuracy. Communicate effectively with the cash collection team 

Back-up

• Provide essential backup support for the portfolios of other customer service representatives and strategics. Ensure continuity during their absence, maintaining customer care

Qualifications

Minimum Qualifications

• Minimum of two years of related work experience (customer facing role)
• Advanced English language knowledge
• Ability to communicate with customers to a high standard both verbally and written
• Problem solving mindset, detail oriented, fast learner, adaptable to changes and stress resistant
• MS office Suite knowledge

Preferred Qualifications

• Previous SAP & Salesforce experience
• Dutch or French language knowledge

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