- Managing the relationship with Customers on a day-to-day basis in an appropriate & professional manner.
- Provide and process information and feedback in response to orders, inquiries, concerns, and requests about deliveries, services, and returns.
- Interface with supply locations and distribution centers and retain supply and delivery updates to provide feedback to customers. Contact will be via telephone and email.
- Respond promptly to customer inquiries and requests primarily via e-mail/SFDC Service Cloud cases and phone.
- Take ownership to ensure customers always receive a high level of service.
- Receive, validate, and book orders in line with customer agreements.
- Handle, investigate, and resolve any customer complaints regarding failures within the order fulfillment process.
- Ensure adherence to all Customer Care and Returns related processes.
- To execute the day-to-day administration of the Customer Returns process and associated customer credits.
- Direct requests and unresolved issues to internal departments/stakeholders and follow up until resolved.
- Follow up customer orders with internal functions on time and update customers regularly and proactively.
- Follow up on customer interaction, providing timely and meaningful feedback.
- Support other administrative roles when required/requested.
- Support projects and process improvements to increase customer experience and productivity.
- Assess supply shortages of customer orders and feedback/escalate to Factory Planner.
- Participate in regular meetings with suppliers on item flows (Past Due review, escalations, exceptional demand, order outlook, and determine actions to correctively solve any issues. Partner with appropriate team members to execute the recommendations.
- Plan and execute express shipments.
- High school diploma, general education degree or equivalent.
- Knowledge of Customer Service principles and processes.
- Experience with handling export orders.
- Experience with ERP systems preferably SAP R3, although training can be provided.
- Six Sigma Green Belt is advantageous.
- Demonstrated Analytical and (Distribution) Planning skills.
- Think Ahead, Be Proactive, and Take Ownership.
- Managing Pressure Effectively.
- Comfortable multi-tasking in a fast-paced environment.
- Customer-centric with a can-do attitude.
- Attention to detail and accuracy.
- Team minded.
- Self-motivated.
- Fluent in Dutch, English and an additional language.
- An ability to learn quickly.
- Attention to detail.
- A bias for action.
- An ability to work in a team.
- A commitment to discovering ways to improve service.
- Stable permanent employment.
- Monday to Friday.
- Great work environment.
- Excellent company benefits + pension contribution.
- Genuine opportunities for progression.
- Opportunity to work for a forward-thinking global brand.
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Customer Service Administrator- Dutch speaking - Motherwell, United Kingdom - Resideo
Description
We are looking for a Dutch Customer Service Administrator with an additional language to join our support team at Resideo in Motherwell, Scotland. This is a full-time, hybrid position; currently working 2 days from home and 3 days on site.
Resideo is a world leader in the manufacturing of state-of-the-art security and smartphone electronic technology. As Customer Service Administrator, you will serve as the primary customer contact and ensure all customer needs and expectations are met. You will respond to inbound customer calls and emails regarding orders, returns and any related issues: problems, order changes, shipping, and resolution times etc. You will also be assisting other customer service associates with administrative duties. In addition, you will be required to communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues.
Help Resideo be the customer's top choice by delivering excellent customer care, building up your business acumen while learning to address customer needs. Be part of the team that is solving complex problems for the customer.
JOB DUTIES:
YOU MUST HAVE:
WE VALUE:
WHAT'S IN IT FOR YOU
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