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Customer Service Representative

2 months ago

Plymouth, United States Trodat Trotec Group Full time
Job DescriptionJob Description

SUMMARY: We are seeking a motivated and organized individual to join our customer service team. As a Customer Service Representative (CSR), you will play a pivotal role in ensuring the smooth and efficient processing of all customer-related operations, encompassing the entire offer-to-cash process. Your primary responsibilities will include handling the current customer service (CS) processes, identifying opportunities for further improvements, and serving as a key interface between various departments such as Sales, Purchasing, Technical Support, and Finance/Controlling.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Offer and Order Handling:
    • Manage offer and order processing in the local subsidiary.
    • Clarify all relevant sales order data with customers, sales, and TEC headquarters.
    • Process orders within SAP, including commercial checks, proof of delivery dates and conditions, and forwarding all relevant documents to the customer (OC, Delivery Note, Invoice, etc.).
  • Transportation and Documentation:
    • Handle all transportation issues, including damage events.
    • Execute letters of credit, bank guarantees, and obtain clearances if internal credit limits are exceeded.
  • Data Administration:
    • Maintain article and customer master data in SAP.
    • Maintain customer master data in Salesforce.
    • Maintain prices and pricing structure in SAP.
    • Execute outstanding balances.
  • Customer Support:
    • Handle customer complaints and returns.
    • Create credit notes, debit memos, and commissions according to internal regulations.
    • Serve as an interface between Sales and Technical Support.
    • Research and resolve customer questions, requests, and problems promptly and courteously.
    • Keep customers informed of order status.
    • Perform other special tasks as assigned by the supervisor.


SKILLS AND ABILITIES:

  • Ability to communicate effectively with supervisors, co-workers, and customers/vendors.
  • Ability to work independently or with a group on various ongoing projects simultaneously.
  • Work accurately and dependably in a fast-paced environment.
  • Computer proficiency: Microsoft Office Suite (Word, Excel, Outlook); SAP and Salesforce skills are a plus.


EDUCATION AND/OR EXPERIENCE:

  • Minimum of 3 years of relevant experience in customer service.
  • Commercial education is preferred.
  • CRM knowledge is beneficial.
  • Experience with SAP and Salesforce is a plus.