jobid=A.0.2205
Are you interested in further growing with us as a ‘Customer Service Officer’?
Who are you?
As part of the Customer Service team, you have an intrinsic passion for delivering excellent customer service. You are always trying to find a way to go the extra mile and exceed the customer’s expectations. You are an energetic self-starter with a willingness to succeed. You are a problem solver with a will to always improve. Last but certainly not least you are a team player.
Your profile:
Essential Skills
- At last 2 years of experience in the customer service field
- Excellent communication skills
- Outstanding listening skills; ability to ask the right questions to draw out relevant information, in order to get to the core of the customer’s question/issue
- Clear verbal communication including the ability to communicate empathy and be concise
- Native German speaker, fluent in English, other European languages are a plus
- Ability to plan own time well to maximize effectiveness, to handle multiple tasks, and to work under time pressure
- Affinity and eagerness to learn the technical aspects of the Lighting products we sell
- Enthusiastic and pro-active attitude with the ability to motivate others
- Practical, hands on mentality with a will to constantly improve personal and team-related tasks/processes
Personal Attributes
- High energy level / enthusiastic
- Customer-focused
- Good interpersonal skills
- Ability to plan own time well to maximize effectiveness
- Ability to execute
- Team player
- Eager to learn
- Work ethics based on dedication to Opple and its people
Your responsibilities:
In this role, you are the Customer Service officer working alongside your colleagues in the daily operation. You should be able to act fast and make decisions in the daily operation while improving overall team performance and harmony. Your tasks include:
1. Manage sales order fulfillment process, including:
- Accurate and in-time sales Order processing (order intake/processing/confirmation/invoicing) in SAP
- Communication with warehousing logistics partner
- Required subcontracting at logistics partner
- All required communication with the customer and sales colleagues
2. Take care of necessary changes in the system (customer information, items, prices, promotion, …) to enable a smooth sales order fulfilment process
3. Manage order delivery process, including:
- Communication with transport logistics partner
- Follow up and chasing of changed delivery dates
- All required communication with the customer and sales colleague
- Manage queries/changes in relation to the physical delivery of the goods
- Monitor the delivery schedule of the 3PL/Forwarder, check proposed delivery is complete, assure customers are well informed in-time during the whole OtD timeline
4. Answer questions about products or services; or any customer request/complaint via email or phone, including:
- Follow up on returns / RMA / NCR
- Follow up on credit and debet notes
- Phase in / phase out
- Handle product (technical) related questions
- Prices, promotions
- Follow up on sample requests
- Give adequate quotations on customer requests accurately and in-time
5. Develop and document knowledge into helpful content, including:
- Follow communication procedures, guidelines, instructions, and policies
- Project related and ad hoc tasks to improve your personal and team performance towards the customers
6. Pro-actively manage commercial relationships with customers in Europe in close cooperation with sales, including:
- Act as the company gatekeeper
- Work with customers points of contact to take away roadblock in the daily operations
- Go the extra mile to engage customers
7. Any other tasks necessary requested
Who are we?
We are a leading Global lighting company active in over 70 countries. We are always looking for new talents! By becoming part of our energetic team, you can help us reaching our goals in an environment that is more than just a company. You are offered a fulltime job in a passionate, fast-growing company. The position is based in Eindhoven, The Netherlands. We are ready to welcome a new colleague to our European team.
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