Responsibilities:
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 customer relationships while meeting volume, quality, and price requirements.
Handles incoming orders to ensure timely and proper delivery to customers, including monitoring, replenishing, and entering order data into the automated system for further processing.
Updates product data in relevant systems, providing an up-to-date insight into products, prices, and other relevant information, including processing price indexations and adjustments.
Manages records and handles all customer requests and incoming orders in line with company policies and procedures for effective customer interactions.
Registers, administers, and updates all customer information, contracts, requests, order data, and complaints in relevant systems for accurate processing.
Logs and resolves customer problems/requests within prescribed timescales to maintain customer confidence, actively solving issues when possible.
Provides support to customers on common standard problems, questions, and complaints, ensuring proper recording and escalation of complex issues.
Monitors progress of delegated or escalated problems/complaints and keeps customers informed about the status.
Signals bottlenecks in processes, procedures, and systems, contributing to the optimization of the department.
Communicates with clients regarding solutions to problems/complaints and informs managers about complex issues.
May plan, coordinate, and supervise activities of the Customer Services team, ensuring optimal work distribution and adherence to guidelines.
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