Customer Service Team Leader Location: Tres Cantos, Madrid
Time Type: Full time
Posted On: Posted 3 Days Ago
Job Requisition ID: VAC22032
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. 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: Sales and Sales Support: Supports and initiates follow-up actions by contacting customers (first and second line) and inform them about products in order 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, in order to continue the relationships with customers meeting volume, quality and price requirements. Order Processing and Data Management: Handles incoming orders, in order to realize a timely and proper delivery of orders to customers. Updates product data in the relevant systems, giving an up-to-date insight in products, prices and other relevant information. Customer Relationship Management: Manages records and handles all customer requests and incoming orders in line with company policies and procedures. Registers, administers and updates all customer information, contracts, requests, order data, complaints and/or signals in the relevant systems. Customer Satisfaction: Logs and resolves all customer problems/requests within prescribed timescales to maintain customer confidence. Provides support to customers on the most common standard problems, questions, complaints, etc. Continuous Improvement: Signals bottlenecks in (work) processes, procedures and/or systems and contribute to the change/optimization of the department.
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