Customer Service Assistant

Sidul Açúcares - há 30+ dias
Lisboa, Portugal

POSITION SCOPE

  • Be the first point of contact for customers and Sales Managers to resolve problems and maintain an ongoing professional relationship with both parties
  • Provides a timely and robust information service to routine questions/ queries from customers to include logging and reporting of performance
  • Operates to clearly defined rules of engagement and procedures with sales, finance and supply chain departments to facilitate efficient and cost effective order capture and information to customers in a spirit of excellent customer service and external customer satisfaction
  • Support of commercial and supply chain colleagues and making us supplier of choice for customers from providing customer solutions
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    POSITION STRATEGIC OBJECTIVES AND KEY DELIVERABLES

    • Provides basic information to  customer needs, questions / queries and provides pragmatic solutions
    • Educates customers on rules of supply such as lead times, MOQs, product information, delivery dates, etc
    • Communicates constraints and revised delivery dates in the event of supply failures
    • Builds rapport and cooperative relationships with customers, Sales Manager and the rest of the Supply Chain department
    • Takes action to meet customer needs and concerns with integrity and honesty
    • Supports commercial efforts to sell more value added profitable products and help lock in existing and new customers

     

    Key deliverables

    • Robust information service to external and internal customers
    • Continuous Improvement of processes around the customer service department and development of CI initiatives
    • Create data base about customers which can be used from the Supply Chain
    • Development of Customer Relationships to make us supplier of choice
    • Support of the Demand Planning area

     

    DETAILED ROLES & RESPONSIBILITIES

  • Effectively manage of incoming service requests in line with an agreed Customer Service Policy via email, phone and in person
  • Support the creation of relevant KPI’s and ensuring the cost effectiveness of customer service order capture
  • Establish a strong communicate with internal and external customers, order management area, Finance and colleagues from other parts of the business on a daily basis in person, via phone and email to ensure customers’ expectations are met
  • Educate customers and order management team on rules of supply such as lead times, MOQs, product information, delivery dates, etc.
  • Education of sales colleagues
  • Identify opportunities and solutions to improve Supply Chain performance to deliver better OTIF targets
  • Analyze data and responding to customer questions in a timely manner, with urgency
  • Provide pro –active support in ensuring customer deadlines/expectations are met
  • Escalate challenges or concerns from customers to the CS Manager when needed for immediate customer service resolution
  • Following up on requests, tracking and routing shipments and orders, preparing reports
  • Own the short loading communication to the customers
  • Order to cash understanding and role of delighting the customer in it
  • Resolution of Customer queries and enquires to help payment
  • Update orders if required by the customer or the business
  • Route new customer requests to the appropriate sales representative
  • Additional responsibilities to support other activities

     

    ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

    • Excellence in accurate administration activities
    • Demonstrates a commitment to improving customer service and experience of overcoming obstacles to meet customer demands
    • Good team player and remains calm under pressure, supporting the company mission
    • Understands problems and logical actions, sequence and timings to resolve the problem
    • Spanish (fluent), English language and good verbal and written communication skills
    • SAP or computer literacy (ideally good Excel skills)
    • Knowledge about company products and internal processes (preferred)
    • FMCG commercial understanding and customer oriented attitude / approach
    • Effective task management and team player
    • An ability to learn quickly and work effectively with people at all levels of the organisation

     

    ESSENTIAL WORK EXPERIENCES

    • Customer service / sales experience in a demanding environment
    • Experience in an environment that requires high levels of accuracy and flexibility
    • Experience of working with internal and external customers

     

    ESSENTIAL EDUCATION REQUIREMENTS

     

    Minimum GCSE level educational qualification or equivalent

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