Customer Service Coordinator

Job Responsibilities

· Provide customer service on an agreed level to a group of assigned customers/accounts and to develop and maintain good relationship with them in terms of enquiry handling, order handling, stock management, credit handling, invoicing, rebate and claim handling; it includes customers/accounts back-ups within the team

· Handle customer orders in SAP from enquiry to invoicing including all related business rules, customers agreements, letter of credit or documentary collection term, tasks, transactions and documentation (export documents such as invoice, Bill of Lading, packing list, delivery note, container list, certificate of origin, other certificates) and efficient management of orders with special “ blocking” status

· Make sure containers will be full and the leftovers are moving

· Keep all customer records and documents orderly and digitally archived ensuring easy access and traceability

· Maintain and continuously update customer master data, customer profiles and other customer information

· Take actions to ensure customer promises and agreements are kept

· Monitor and keep the age, level and rotation of stocks of assigned customers/accounts within agreed limits

· Be aware of credit limits and payment behavior of assigned customers/accounts together with sales and credit management in relation to the order to delivery processes

· Provide relevant support to Sales and adoption of new supply and sales model as necessary

· Contribute to improving efficiency and automation of customer support processes, which includes:

o Train external and internal stakeholders in customer interface tools

o Participate in customer interface tools’ developments

o Analyze customer process deviations to the agreed service levels and manage improvements with internal and external stakeholders

· Monitor information of complaints, trials, delays, payments, rebates etc. plus other relevant matters that may have an effect on the business and relationship with assigned customers/accounts. Handle and analyze customer complaints, product return, product resale and provide appropriate corrective & preventive actions. Handle sample order and trial requests.

· Work according to the function and team targets, policies and procedures and participate in internal/external audit

Key Competence Required for the Position:

· Good document administration for letter of credit, work accuracy, responsiveness and organization skills

· Knowledge of SAP, MS Office to be considered an advantage

· Excellent verbal (“smile on the phone”) and written (mainly e-mail) communication skills

· Ability to remain calm and to think clearly and creatively and to prioritize actions in unexpected situations

· Good document administration for letter of credit, work accuracy, responsiveness and organization skills

· Ability to understand and follow defined work-flow processes

· Service and solution minded with problem solving skills

· Key user role & Tester tasks (if assigned)

o Informs, supports and trains users locally.

o troubleshooting when issues exist, and contact agreed next level of support organization if needed.

o Pro-active work and guidance to avoid issues resulting from improper use of processes or tools.

· Identifies development requirements for operational improvements

Requirements:

· Fluent (written and spoken) in English and in the defined service language(s) of assigned customers / accounts (preferably mother tongue) or any other language skills considered as an advantage

· Tolerance to cope with stress and pressure

· Personality to anticipate, to use own initiative and to be proactive

· Earlier experience in customer service preferable

· Team player with sense of responsibility

Willingness to travel when necessary

Job Types: Full-time, Permanent

Pay: $1,468.00 - $6,856.00 per month

Schedule:

• Monday to Friday