Back to search.Abroad Experience International - CS/Order Management Rep - Danish - Amsterdam
| Employment Type: | Contract |
| Location: | Amsterdam - Noord-Holland, The Netherlands |
| Salary: | €2100 per month |
| Languages: | Danish |
Advertiser Details
- Name:Abroad Experience International
- Posted:20-03-2012
- Code:59852030-4696
Customer Service/Order Management Rep - Danish - Amsterdam
The job
The CS/Order Management Rep is responsible for the full lifecycle of customer contact. As well as maintaining excellent communication links with the customer they are also responsible for coordinating the communication between internal departments to ensure the customer enquiry is dealt with to the highest standards.
Main Tasks
The CS/Order Management Rep is responsible for handling the customer's calls (queries, complaints) and for entering and handling their order according to internal processes in order to provide the most professional, accurate, errorless and timely service. He/She handles incoming correspondence, faxes, e-mails, ensures interface with other internal departments, analyses the cause of products returns, issues credit notes and invoices. The representative feels responsible for the execution of the entire customer process, from the moment an order is placed to taking care of after sales service. He/She guarantees the quality of the company's supply chain and is in contact with key accounts, sales colleagues and manufacturing sites.
Customer Service Orientation
* Responsible for managing and following up the calls and the customer orders in line with internal and corporate policy in order to provide the most professional, accurate, errorless and timely service;
* Responsible to contribute consistently to the achievement of the customer service team level and meet the corporate values;
* Act as an interface with either internal department such as logistics, Credit Management, Sales and Tech Support in order to ensure a qualitative and on time response of the required tasks;
* Escalate to the process co-ordinators and Supervisors any business or process areas that require improvement;
* Responsible for the daily filing of the daily booked orders or any relevant information;
* Understands the company's values as his/her daily routine.
Targets to achieve in this position
* Good knowledge of the organization of country of responsibility (e.g. know the managers, the sales colleagues) by using the new trainee material
* Understand responsibilities of the different departments in Amsterdam
* Comply with the service level agreements (80% SL) & lost call rates (5% LCR)
* Understands and manages the basic processes:
* Order entry: regular order/multiship
* Credit & Rebill
* Good understanding of tools: POP's & Service Contracts, Customer file database, Product file database, Business Classification Database ,Customer Service EU database, Inbound fax database, Credit & Rebill database
* Look for ways to optimise service
* Share ideas within the team
Requirements
* High school diploma plus 1-2 years specialisation in Business/Trading or equivalent
* Customer Service /Oracle /Logistic experience as a definite asset
* Fluent in Danish (written and spoken). Fluent English essential. Additional languages are a plus.
* Customer Service oriented
* Extensive communication skills (verbal and written), active listener
* Accurate, well organised
* Team player, positive attitude
* User experienced with computers
The job
The CS/Order Management Rep is responsible for the full lifecycle of customer contact. As well as maintaining excellent communication links with the customer they are also responsible for coordinating the communication between internal departments to ensure the customer enquiry is dealt with to the highest standards.
Main Tasks
The CS/Order Management Rep is responsible for handling the customer's calls (queries, complaints) and for entering and handling their order according to internal processes in order to provide the most professional, accurate, errorless and timely service. He/She handles incoming correspondence, faxes, e-mails, ensures interface with other internal departments, analyses the cause of products returns, issues credit notes and invoices. The representative feels responsible for the execution of the entire customer process, from the moment an order is placed to taking care of after sales service. He/She guarantees the quality of the company's supply chain and is in contact with key accounts, sales colleagues and manufacturing sites.
Customer Service Orientation
* Responsible for managing and following up the calls and the customer orders in line with internal and corporate policy in order to provide the most professional, accurate, errorless and timely service;
* Responsible to contribute consistently to the achievement of the customer service team level and meet the corporate values;
* Act as an interface with either internal department such as logistics, Credit Management, Sales and Tech Support in order to ensure a qualitative and on time response of the required tasks;
* Escalate to the process co-ordinators and Supervisors any business or process areas that require improvement;
* Responsible for the daily filing of the daily booked orders or any relevant information;
* Understands the company's values as his/her daily routine.
Targets to achieve in this position
* Good knowledge of the organization of country of responsibility (e.g. know the managers, the sales colleagues) by using the new trainee material
* Understand responsibilities of the different departments in Amsterdam
* Comply with the service level agreements (80% SL) & lost call rates (5% LCR)
* Understands and manages the basic processes:
* Order entry: regular order/multiship
* Credit & Rebill
* Good understanding of tools: POP's & Service Contracts, Customer file database, Product file database, Business Classification Database ,Customer Service EU database, Inbound fax database, Credit & Rebill database
* Look for ways to optimise service
* Share ideas within the team
Requirements
* High school diploma plus 1-2 years specialisation in Business/Trading or equivalent
* Customer Service /Oracle /Logistic experience as a definite asset
* Fluent in Danish (written and spoken). Fluent English essential. Additional languages are a plus.
* Customer Service oriented
* Extensive communication skills (verbal and written), active listener
* Accurate, well organised
* Team player, positive attitude
* User experienced with computers
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