Internship, Customer Service Representative

Description

The Customer Service Representative (CSR) handles the entire Order Fulfillment chain from customer order receipt until timely delivery at the customer’s site. They also act as the first contact for a variety of customer enquiries, non-technical service functions and the distribution of those through the organization. Each CSR is responsible for their own group of customers defined either by region, classification or site.

KEY RESPONSIBLITIES (Attach additional sheets if needed)

• Customer Order Fulfillment
• Receives and enters orders into the appropriate Oracle Mfg. System in a timely and accurate manner (order entry and Acknowledgment).
• Monitors customer Portals and Pull systems for demand.
• Customer Order verification (Price / Product / Dates / Address / Terms).
• Shipping & Delivery Process Handling
• Provide proper instructions to the warehouse on outbound shipments.
• Ensure the shipment process to customer runs smoothly and without issues. Communicate with warehouse, customers and forwarders in case of issues.
• Handle RMA Return shipments from Customers back to the MFG site.
• Customer Contact / Customer Satisfaction
• Handle all relevant correspondence, email, faxes, phone calls, etc.
• Act as a liaison to (potential) customers and agents concerning product assortment, delivery, pricing and other inquiries.
• Customer Complaint handling. Coordinate and investigate customer questions/complaints on deliveries, quality, price etc. Recommend Sales Engineers and Sales and/or undertake necessary actions.
• Coordination internally
• Act as an (extended) Voice of the Customer inside Therm-O-Disc.
• Acts as liaison between customer and other departments concerning delivery, pricing and other non-technical inquiries.
• Take notice of outside sales visit reports, undertake indicated actions.
• Inform outside sales and other TOD employees on all necessary customer specific information.
• Customer Master Data
• Maintain customer Master Data information files and ensure that these are complete and accurate at all times.
• Follow electronic record retention procedures for each order received by attaching copy of Customer PO and any related emails or order changes/revisions to each Oracle Sales Order entered into Oracle system.
• Trade Compliance
• Ensure that customer & all transaction screening is properly performed when required as per the company’s trade compliance procedures and instructions.
• Any concerns or questions are to be escalated to the local gatekeeper.
  

ADDITIONAL RESPONSIBILITIES (Attach Additional Sheets If Needed)

• Follows all other department & local procedures.
• Understand & follow all company rules and safe work practices.
• Immediately report any unsafe acts, conditions or accidents to their supervisor.
• Performs other duties as assigned by manager.
  

Requirements

• Bachelor’s Degree.
• Preferred at least 1 year experience working in Customer Service related activities, call center environment, preferably with a manufacturing or distribution company.
• Working knowledge of MS Office, or equivalent productivity suites, currently in use by the Company.
• Experience in operating ERP systems such as Oracle is a plus.
• English Spoken and Written.
• Written and verbal communication skills and negotiation skills.
• Customer focus and Customer Satisfaction mindset. Identifies wishes and needs of customers; act and thinks from customer perspective keeping in mind the company’s targets.
• Pro-active: seeks opportunities and takes initiative.
• Integrity.
• Ability to coordinate between the different departments in the organization (Production, planners, materials and quality) along with external departments such as Sales Engineering, Sales representatives, Shipping Department and Credit Department.
  

Primary Location

Romania-Cluj-Cluj-Napoca

Job Function

Customer Service

Job Posting Date

Nov 22, 2018, 8:53:07 AM