CUSTOMER SERVICE ASSOCIATE V

Job Overview

Works collectively with all aspects of the Supply Chain to ensure the customer’s needs are met in a timely manner.

Job Requirements

• Collaborate with Sales and CSSC to create and regularly update quotes.
• Monitor incoming orders via EDI, including daily workflow management and resolving blocked IDOCs.
• Coordinate manual order entry with the support of CSSC.
• Review and resolve order blocks daily, implementing improvement actions to prevent recurrence.
• Resolve incomplete orders and take action to avoid future issues.
• Update customer profiles and master data, including cross-references.
• Collaborate with other departments like Finance and Sales to follow up on open disputes or invoices, including creating credits with CSSC support to ensure optimal accounts receivable results.
• Manage return creation with CSSC support and follow up on aged open returns.
• Work on backlog reports daily to ensure timely escalations, provide early warnings to customers, and achieve optimal STR performance.
• Escalate issues promptly to planning and Customer Service Management to avoid high-cost premium freight and line stoppages.
• Review STR performance for both CSR and customers, implementing improvement actions as needed.
• Analyze billing and booking reports to understand customer behavior and performance, reporting findings to Customer Service Management.
• Participate in daily GO-Meetings, raising any issues or improvement ideas.
• Utilize TEOA tools to maintain high-quality standards.
• Review and resolve consignment workflows daily.
• Use E-commerce or Startec for accessing drawings and providing minimal technical support.
• Review past backlog forecasts, addressing and improving actions to prevent recurrence.
• Follow up regularly on drop shipment orders.
• Actively participate in weekly team and TEOA meetings.
• Conduct regular meetings with Sales and Marketing for information exchange and to initiate improvement actions.
• Review customer satisfaction results monthly with Management and TEOA practitioners, implementing actions to deliver an exceptional customer experience.
• Work on customer service KPIs.
• Communicate internally with departments such as Sales, Finance, Pricing, Warehouse, Planning, and Customer Supply Chain.
• Communicate externally with customers, carriers, and warehouses.
• Address and follow up on LTSD needs with CSSC support.

What your background should look like

Professional Experience :                 

• Commercial education
• Experience in Customer Service of min 2 years is desirable

Special Qualifications, Knowledge and Skills :  

• PC knowledges in SAP, MS Office, Lotus Notes
• Good skills in english language are required, further languages desirable
• Very good customer and service orientation required

Competencies