You will be the internal point of contact for customers and works closely with Sales, Finance, Purchasing and Supply Chain Department building and maintaining relationship with customers. The perfect candidate manages the customer journey in such a way that an optimal balance between customer satisfaction and company capabilities can be achieved. The target is to ensure outstanding service standards and maintain high customer satisfaction.
Responsibilities/Tasks
Overall responsibility for processing and tracking of any customer requests incl. price calculations, quotes, tenders, sample requests, technical inquiries, trial orders and responding in a timely manner
Ability to calculate technically correct product pricing (Routings and costs considered) incl. commercial double checking of market position of products
Documenting and logging customer complaints
Responsible for administration of Customer Master Data in ERP and CRM tool
Ability to create technical documentation using an internal tool
Support and help sales in developing customers, support other projects as assigned by manager
Collaborating with production, marketing- and sales team to enhance customer services
Identifying customer needs and taking proactive steps to maintain positive experiences
Analyse customer feedback and turn into action where applicable
Tracking customer experience across online and offline channels
Requirements
Proficiency in MS Office, ERP-systems and CRM software (knowledge of Salesforce is an advantage)
Excellent interpersonal skills and a client-centred approach
Ability to work independently
Great organizational and time management abilities
Excellent administrative skills
Superb communication, collaboration and problem-solving skills
Fluent in English and French, any additional language welcome
Hand's on mentality and stress resistance
Approachable for internal as well as external customers
Good listening and empathy skills. Strong sense of applying scientific methodology to a business environment.