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Customer Service Representative
2 months ago
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.