Job expirat
The Customer Service Representative works within a European, multicultural and fast moving business environment, supporting the Enterprise Group’s Customers/Partners and Sales Force, within the area of order fulfillment. He/she is located in a central order fulfillment team and has a wide variety of responsibilities:
1. Backlog accountability
• Manages customer backlog to ensure that appropriate actions are taken to deliver orders within agreed SLA and according to business need
• Provide backlog analysis and summary report to customer and account team if and when required
• Manages all claims, exceptions and special requests in the area
• Coordinates customer’s change requests
2. Financial & revenue management
• Ensures all orders are invoiced and closed in the systems
• Minimizes field inventory through constant analysis of the justification of each case
• Keeps the volume of financial disputes to a minimum and actively works to closing as soon as possible them once they appear
• Helps maximizing the revenue on the accounts in quarter ends through collaborations with all involved stakeholders
3. Communication & coordination
• Is the first & unique point of contact of the customer for all questions, information & requests regarding the orders in process & the claims.
• Provides consultancy and guidance to customer on order management cycle (via phone / email) and ensures customer is aware of the order acceptance policy
• Interfaces internally to the country team, Supply Chain, Logistics, Credit&Collection, Contract department, etc.
• Provides consultancy and guidance to the account team on Order to Cash processes and policies
• Confirm order is processed to customer for manual orders (where applicable)
• Ensures all direct customer inquiries are acknowledged within 4 hours, including “status update of no-status-update”
4. Escalation ownership
• Own all order related escalations, regardless of the level they have reached
• Provides clear and proactive communication on escalation status to both customer and internal stakeholders
• Escalates at appropriate point any operational recurring issues (high # of claims, IT issues, etc.)
We are looking for one of our clients that is a leader in his industry, Customer Service Representative.
Must have:
• Degree level education
• Experience in customer interaction
• Experience in working with multiple countries/sub- regions at a high level of complexity
• Fluency in English
• Fluency in supported country’s language– where applicable (Danish, Swedish, Dutch , French, Russian, Turkish, Norwegian)
• Medium/advanced Microsoft Office tools knowledge
Nice to have:
• Customer oriented – keep always a customer focus
• Team spirit
• Flexibility and adaptability
• Ability to work and multitask under pressure
• Meet agreed deadlines for action
• Deliver quality outputs
• Able to work independent with limited external help
• Ability to prioritize workload, and manage a high volume of work with accuracy
Recruiting Agency. ConsulTeam is part of VEDIOR GROUP. We offer our clients a broad range of professional services, including: HR Consulting, Personnel Recruitment, Executive Search, Training , Payroll & Personnel Administration. We seek motivated people whose attitude and problem-solving skills show strong potential for success.
