Customer Service Representative will respond to customer inquiries via telephone or email to provide problem resolution in accordance with the organization's service standards, in addition to overseeing daily processes and ensuring that operations from receipt to delivery run smoothly and efficiently.
Responsibility will include order processing, inventory management, engaging with suppliers and forwarders and ensuring the application of Oracle Systems and procedures that are in compliance with corporate rules and regulations.
As well contract renewals. They will typically respond where applicable and keep sales and technical representatives informed of ongoing activities.
MAIN RESPONSIBILITIES :
Enter daily all orders received into Oracle
Monitor standing orders and follow-up the order status (hold, low supply, stock-out, etc.) for appropriate action in case of specific status
Invoice in a timely manner including monthly billings
Transport and warehouse follow-up of all types of issues with customer orders
Interface when needed with Sales Administration / Logistics / Purchasing to confirm delivery / warranty terms
Managing customers inquiries such as pricing, stock availability, delivery, order status and product information
Handle credit notes and customer and take appropriate actions based on CSC process
Highlight procedures and work instructions corrections and / or updates to your direct report if required
Ensure appropriate communication is shared between customers and field operations
Provide relevant information to your direct report throughout the year, be it in term of training assessment, progress, etc.
Responsible for creation, maintenance, termination and renewal of Sales and / or Service Contracts and proposals (customers & tenders)
MINIMUM REQUIREMENTS :
Experience in a customer support center and / or with customer service administration
Spanish and European Portuguese mother tongue level, fluent English
Good knowledge of Microsoft Office, especially of Excel; Oracle is a plus
Excellent telephone and communication skills
Strong customer orientation, ability to prioritize and work in a team, complete the profile