Responsibilities:
1. supports and initiates follow-up actions by contacting customers (first and second line) and informing them about products to contribute to effective customer communication.
2. answers questions about product assortment and applications, production based on standard product, quoting prices and delivery times.
3. (re)negotiates contracts with customers for renewals regarding price, specifications, and delivery within defined parameters and standards set by sales to maintain relationships with customers meeting volume, quality, and price requirements.
4. handles incoming orders to ensure timely and proper delivery to customers, including monitoring, replenishing, and entering order data into the automated system for further order processing.
5. updates product data in the relevant systems to provide up-to-date insights into products, prices, and other relevant information, including processing price indexations and adjustments.
6. manages records and handles all customer requests and incoming orders in line with company policies and procedures.
7. registers, administers, and updates all customer information, contracts, requests, order data, complaints, and signals in the relevant systems for accurate processing.
8. logs and resolves all customer problems/requests within prescribed timescales to maintain customer confidence, actively solving problems/complaints when possible.
9. provides support to customers on common standard problems, questions, and complaints, ensuring proper recording and escalation of complex issues.
10. monitors the progress of delegated or escalated problems/complaints and keeps the customer informed about the status.
11. signals bottlenecks in processes, procedures, and/or systems, contributing to departmental optimization.
12. communicates with clients regarding solutions to problems/complaints and explains options on alternative products.
13. may plan, coordinate, and supervise activities of the customer services team, ensuring optimal work distribution within the team.
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