Our international client, leader in supply chain services and whose European HQ is based in the area of Leiden, is looking for a self motivated candidate to join its driven team as C ustomer Care Associate
Responsibilities/Tasks
The Customer Care Associate is responsible for taking good care of the customer's base. Therefore, the Associate needs to be service oriented and use his/her analytical thinking skills to provide a high level of service to customers across different vertical markets. In this role, success will be evaluated by building solid relations with external customers and internal teams.
- Customer Product Support
- Troubleshoot logistic, product and procedural issues
- Act as a customer advocate to ensure timely delivery and engage in customer complaint process
- Complaint handling
- Actively participate with Client Services team to improve processes and efficiency utilizing ACE tools
- Add value to internal and external customers
- Order Support
- Purchase Order/Contract review; order qualific ation; post sales follow up; customer and program engagement; coordination with Sales, Professional Services and Supply Chain departments
- Phone support field inbound calls regarding customer inquiries and orders
- Collaborate with Supply Chain/Inventory, Programming, Shipping, and Finance departments to ensure on time deliveries and consistent customer communication
- Proactive Outbound Follow Up Communication for new customer after they placed their first order
- Lead qualification and follow up with Sales
- Quote Management
- Account Set Up Management
- Customer Relationship Management ERP database maintenance
- Coordinate with Sales and customer to enter appropriate account information
- Return Materials Authorization for post sale services
- Complete projects with little supervision and/or direction
Requirements/Benefits
- Bachelor's degree in Business or related field
- Fluency in French and English is a must. German and/or Italian are a plus.
- Professional written and verbal English & French communication skills are required to clearly convey ideas, information, and concepts
- Experience with an ERP/CRM database and superior attention to detail to accurately input data and navigate a database are required
- Experience working with international customers
- Ability and desire to learn client base and industries
- Ability and desire to succeed in a cross-functional working environment required
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