Customer Fullfilment Representative- Dutch/English

Empresa: Page Personnel
Tipo de trabalho: Tempo integral

In this role, you will be responsible for the business to business communication for a company who is producing medical equipment.

Client Details

The company is a big (American) firm, that is producing everything that you might need in a hospital. Think of; beds, medical lamps, but also scanners, ultrasound machines, implants, stands etc.

The company has an office in Amsterdam, where the role will be based.

Description

Within our Benelux Customer Service Department we are searching for a proactive, hardworking and accurate talent to support our Customers and our Sales departments in The Netherlands. You will be responsible for effectively executing the OTC (Order to Cash) and Order Management processes for customers. This role is based in our Amsterdam office.

The main objectives are to provide "Best in Class" Customer Service and ensure the highest level of customer satisfaction and experience to both internal and external customers are achieved. This includes identifying and supporting continuous improvement efforts and engagement in process improvements to enhance the service to our customers.

This role will embrace teamwork and collaboration, quality performance standards, professionalism and integrity to ensure that results are delivered in accordance with the strategic plans, objectives and customers' contractual agreements.
  • The Customer Service Representative will liaise with all the major functions of the business such as Sales Franchises, Asset Management to achieve key activities on a local and / or cross-divisional level.
  • You will be responsible to ensure "Best in Class" customer experience including accurate Order Management and to look for continuous improvement in the Customer Service area.
  • Ensure all Compliance and other policies and regulations are applied and followed.
  • The job will be measured on Operational and Financial KPI's, as for example On-Time-In-Full or other service related metrics, process and productivity improvements.
  • Works under immediate supervision reporting to a Team Lead, Supervisor or Manager Customer Service
  • Order To Cash (OTC):
  • Generation of Standard Sales Quotes.
  • Management of various Sales Order types from all potential channels (including EDI, phone, mail etc.).
  • Interface activities related to EDI based transactions ( Order, Invoice, ASN).
  • Ensure correct order entry, invoicing, replenishment, consignment inventory accuracy etc.
  • Follow-up on any variances on the OTC process including credit notes or re bills
  • Management of electronic invoicing and provide documentation as requested by the customer.
  • Conduct consignment inventory investigations to ensure discrepancies are resolved in a timely manner.
  • Customer Service / Customer Experience:
  • Provide "Best in Class" Customer Service by managing large amounts of incoming orders, calls and emails.
  • Identify and assess customers' needs to achieve customer satisfaction and loyalty.
  • Resolve customer requirements by clarifying customer feedback and complaints; determining the cause of the concern; expediting correction or adjustment; following up to ensure resolution to the customer's satisfaction per company procedures and standards.
  • Use the CRM to log calls, tasks, activities and cases and all the other capabilities offered by the system. Manage customer complaints through to closure and identify root causes.
  • Interface Activities:
  • Close cooperation with other departments ( Sales, Finance, RAQA, Central Distribution Center, Asset Management, Warehouse, Kit Room, Product Management, Supply Chain).
  • to ensure high service level of daily duties and requests.
  • Assist the Sales Reps in any cycle count processes (consignment or/and demo inventory, where applicable) to identify slow moving, overstock or redundant inventory.
  • Strong cooperation with Tender departments for customer prices (price discrepancies, missing prices in ERP, etc.).
  • Strong cooperation with Finance on all processes related to invoice discrepancies, as well as on monthly/quarterly revenue recognition process.
  • Collaborate with Customers, Sales Reps and Product Managers on returns / RMAs, investigation of trace-ability and regulatory factors.
  • Collaborate with Supply chain on Back Orders or special requirements and order management of products centralised in the Central Distribution Center.
  • Interactions with carriers and transportation team: arrangements of special transportation services (demo, emergencies, returns, management of service failures).

Profile

Education:
  • minimum MBO level or equivalent

Required Education/Experience
  • Bachelor's Degree
  • 1-3 years relevant work experience
  • Microsoft Office and ERP Skills (Salesforce, Oracle)
  • Native Dutch and fluent English

Competencies & Behaviors
  • Extra-ordinary focus on Customer Service
  • Strong phone contact handling skills and active listening
  • Customer oriented and ability to adapt/respond to different types of characters
  • Excellent communication skills
  • Strong internal drive and motivation to make a difference and add value to an organisation
  • Ability to work under pressure
  • Positive, optimistic mindset
  • Can-do attitude
  • Personal responsibility
  • Decisiveness


Job Offer

You will geet a competitive salary and a great opportunity within a stable firm.

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