The customer service is the central information hub between customers, sales, technical, planning, production, logistics and finances. The customer service representative is responsible for providing exceptional and efficient service to customers by addressing inquiries, resolving concerns, and ensuring overall satisfaction. Issuing quotes, entering orders, overseeing the transports, invoicing, answering e-mails and many more interesting tasks are part of the daily job. Providing after-sales services and upkeeping of various record systems round it off.
Responsibilities
- Prepare customer quotations in cooperation with sales and technical team
- Clarify product details, amounts and delivery dates with customers & sales representatives
- Order entry, order confirmation to clients and order tracking
- Follow-up with planning on improving dates if not in line with request date
- Close follow-up with finance on receiving advanced payments
- Tracking inventory
- Strong understanding of order requirements and logistics, schedule changes and urgent orders
- Coordinate and evaluate shipping requirements with customers
- Updating records in various systems
- Follow-up on timely dispatch of Make & Ship orders and execute necessary release of Make & Hold orders to be shipped based on customer requests/consignment warehouse and aged inventory
- Prepare necessary export documentation for customs clearance based on delivery and payment terms, bank requirements, etc.
- Ensure daily invoicing of goods shipped
- Respond to customer inquiries promptly and ensure proper follow-up and satisfactory solution to outstanding issues. Keep record of customer transactions and the respective actions taken by CSR
- Ensure all necessary approvals are in place and stored
- Understanding of revenue recognition and audit requirements
- Ensuring that master data is correct in system (example: name & address, VAT number, incoterms, payment terms, revenue method & location etc.)
- Entering approved pricelists in SAP as a deal
- Following the Eurasia Business Rules
- Different SOX testing procedures in a timely manner
- Keep track of customer overdue and take necessary action to receive payment
- Enter correct proof of delivery date in SAP according to the different incoterms
- Preparing export documents for intercompany shipments
- Goods receipt into Europe from production sites in Asia and Americas
- Help testing different systems if necessary (Integrated System Testing)
- Claim handling
- Backup for colleagues for different countries
- Continuous improvement in the service quality and overall
Required Skills
- Strong organizational and administrational strength
- Pro-active problem analysis and problem-solving skills with the ability to meet deadlines
- Attention to details and accuracy – sense of urgency
- Good communication skills – verbal and written
- Solution-oriented approach and the ability to handle complex queries
Qualifications
- Professional experience in customer service or in a directly related capacity
- Competence in MS office-based PC applications
- SAP-ERP system knowledge would be a plus
- Fluent in English
Education Requirement