.Job Description Sales and Sales Support: Supports and initiates follow-up actions by contacting customers (first and second line) and informing them about products to contribute to effective customer communication.
Answers questions about product assortment and applications, production based on standard product, quoting prices and delivery times.
(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.
Order Processing and Data Management: Handles incoming orders to ensure timely and proper delivery of orders to customers.
This includes monitoring, replenishing, and entering order data into an automated system for further order processing, tracking orders, identifying (potential) problems, and ensuring timely and correct delivery of relevant information to administration, purchasing, and forwarding.
Updates product data in the relevant systems, providing up-to-date insights into products, prices, and other relevant information, including processing price indexations and adjustments and/or entering prices for new products and introducing new products in the system, possibly adding to customer assortment.
Customer Relationship Management: Manages records and handles all customer requests and incoming orders in line with company policies and procedures to effectively and timely deal with all customer encounters.
Registers, administers, and updates all customer information, contracts, requests, order data, complaints, and/or signals in the relevant systems to ensure timely, accurate, and complete insights into the type and status of customers, contracts, requests, complaints, and/or signals, allowing for correct processing of orders.
Customer Satisfaction: Logs and resolves all customer problems/requests within prescribed timescales to maintain customer confidence, actively solving problems/complaints when possible.
Provides support to customers on the most common standard problems, questions, complaints, etc., ensuring resolution and customer appeasement.
This includes properly recording the problem or complaint, determining the nature and cause, and escalating complex issues as necessary.
Monitors progress of delegated or escalated problems/complaints and keeps the customer informed about the status of their issues.
Continuous Improvement: Identifies bottlenecks in (work) processes, procedures, and/or systems and contributes to the change/optimization of the department.
Communication / Coordination: Communicates with clients, informing them about solutions to problems/complaints, explaining options on alternative products, and informing managers on complex issues.
Conducts correspondence and prepares reports