The Customer Interface Account Specialist operates within the Customer Care/ Customer Interface organization. A Customer Interface Account Specialist is responsible for supporting and providing service to a region of customers.
● Owner of the service relationship with assigned customer base, acting as primary communication contact for accounts -- on both inbound and outbound requests - for all matters related to service, orders, and operational activities ● Coordinates internal resources cross-functionally to solve customer problems and deliver solutions to accounts ● Quickly and accurately responds to all customer inquires on orders, supply availability, and product information in adherence to defined lead times and expectations ● Proactively provides order, supply availability, and product updates to assigned accounts, executing upon opportunities that increase customer loyalty ● Understands marketing and operational programs related to their customer base or region, and can accurately explain and answer questions related to customer eligibility and program details for customers ● Develops understanding of the type, structure, go-to-market, and needs of customers in region, and utilizes that knowledge to manage and anticipate customer requests ● Proactively seeks customer feedback -- regularly via phone and periodically in person -- to review satisfaction level, identify bottlenecks, and propose internal solutions to improve customer experience ● Receives and creates customer sales orders in the CRM tool, validating all components prior to submission and ensuring that customer requirements related to header information, shipping, product detail, pricing, and discounts are accurately captured to facilitate smooth operational processes and optimize efficiency ● Interact with and manage internal communication with Commercial team, Team Leads, Finance, Credit, and other support functions ● Responsible for creation of cases in the CRM tool to communicate necessary changes to existing orders in SAP, and partnering with Customer Operations counterparts to ensure execution ● Responsible for logging all customer interactions in CRM tool, ensuring that appropriate ownership and escalation processes are followed in order to have each case closed within established lead times ● Captures and escalates customer complaints via the CRM tool, and ensures Team Lead's awareness to partner in remediation of any issues that negatively impacts customer loyalty ● Understands relevant KPIs and metrics for the role and department, maintains ongoing knowledge of current performance, and proactively strives to close performance gaps in partnership with Team Lead ● Manages customer data requests to Master Data team for SAP data updates, and maintains customer information in SFDC, to ensure customer/dealer data integrity
● Utilizes product and agricultural business knowledge to support, educate, and advise customers on solutions ● Participates in S&OP process as defined by manager to promote ongoing understanding of supply and optimization of resources ● Maintains an ongoing understanding of supply for products relevant to their customer base or region, leveraging partnership with Customer Operations, supply reports, and resources from the CRM tool, and promoting more knowledgeable first-line support to the customer
● Follows up on indirect rebates, and collects necessary information for the payout ● Ensures that all credit, debit, and return requests are compliant, with all applicable approvals received, prior to submitting for processing to Customer Operations via the CRM tool ● Partners with Customer Operations counterparts to ensure accurate processing, management and timely delivery of customer orders, and utilizes CRM tool and reports to keep a constant pulse on orders pertaining to assigned customers or region ● Clearly communicates acknowledgement of all operational requests, sets expectations of request completion to stakeholders, and follows-up with status updates via the CRM tool ● Proactively escalates to Team Lead or Process & Governance counterparts process bottlenecks that negatively impact the customer experience, and suggest possible improvements or routines that can reduce the customer effort ● Adheres to proper communication flows and processes, utilizing the CRM tool, when sharing internal business information (i.e.. Order, supply, delivery, information) ● Partners with Trade & Compliance as directed by manager, and in specific instances where partnership and communication is a direct result of a specific customer request ● Adheres to defined processes to promote a successful First Pass Rate on cases ● Control, knowledge, and adherence to all pertinent QMS and SOX processes and documentation, and supports the team in updating and creating Service-related documents as appropriate or requested by Team Lead or Process & Governance counterparts
Over het bedrijf
The client is an American company working on biotechnology, and produces products for the agricultural sector.
● Bachelor's Degree in Business or other related field ● 1- 2 years of relevant customer service or sales experience ● Previous experience working in teams ● Strong time management & organizational skills ● Excellent verbal & written communication skills ● Ability to work in a fast-paced environment, and handle multiple tasks simultaneously ● Ability to build relationships via phone ● Works with a sense of urgency and ensures data accuracy ● Proficiency in Microsoft Office Suite (Excel, Word, Outlook) ● Self-motivated to take personal responsibility for outcomes that impact our customer and business ● Strong problem-solving and trouble-shooting skills ● Dutch, English & German
Wil je meer informatie of heb je vragen over deze vacature neem dan contact op met Hugo Smorenburg via firstname.lastname@example.org of bel 06-13017714.
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