.The Customer Service Representative handles advisory and commercial customer requests, both reactively and proactively and in line with the relevant guidelines.He/She ensures adequate and reliable customer administration, in order to contribute to customer satisfaction and realization of the commercial targets of the OpCo.Activities include accepting and processing incoming orders, answering questions, solving problems, and customer complaints on orders, so that customer satisfaction and continuity of the relationship are guaranteed.The Customer Service Representative role is located within the Customer Service department of an OpCo.The main function of the department is to handle orders and to provide coordination with customers about products, delivery options, and complaints. The client base may include a variety of customers, from independent clients as distributors to individual farmers and customers covered by a key account.The product portfolio, the number of different products/formulations, and the geographical scope (countries/regions served) of the OpCo define the complexity of the role of Customer Service Representative.At level IV and V, the role of the Customer Service Representative may include team leader/supervisory responsibilities for levels below, planning, coordinating, and supervising the activities in the Customer Services team, in order to plan and realize the day-to-day activities and optimal work distribution within the team.Job Description:1. Sales and Sales SupportSupports 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 continue the relationships with customers meeting volume, quality, and price requirements.2. Order Processing and Data ManagementHandles incoming orders to realize timely and proper delivery of orders to customers. This includes monitoring, replenishing, and entering order data into automated systems for further order processing, tracking of orders being processed, identifying (potential) problems, and ensuring timely and correct delivery of relevant information to the administration, purchasing, and forwarding.Updates product data in the relevant systems, giving an up-to-date insight into products, prices, and other relevant information, including processing of price indexations and adjustments and/or entering prices for new products and introducing new products in the system, possibly adding to customer assortment.3
