• 18 juli 2019
  • Vacaturennummer lv-70651
Avance Werving & Selectie Logo The Company
Our client is a successful international leading manufacturer of innovative protective packaging materials and systems.

For their subsidiary in Heerlen, we are looking for a Senior Customer Service Representative (French market).

It’s a fulltime long-term position.

In this role you combine the job of customer service representative and first point of contact of a customer service representatives team for the French market. You effectively coordinate and support all aspects of a good customer service in line with the company’s sales strategy. You provide excellent customer service aiming at exceeding their customer’s expectations.

Your tasks are:
  • Sales Order
    Process Manage the complete sales order process from receipt of the order through to despatch. Proactively progress customer requests with the relevant departments (sales, production, service, logistics, finance, marketing). Actively support the local sales teams and provide 1st line sales support.
  • Trouble shooting
    Process returns (RMA) and credit notes. Proactively inform customers about product shortages and delays. Deal with all customer queries promptly, efficiently and politely. Log and follow up customer complaints and report actions back to customers and sales. Log and follow up service calls and report actions back to customers and sales.
  • Administration and reporting
    Ensure machine install base is kept up-to-date. Follow up on machine contracts/loan agreements and monitor roll rates. Update the CRM and ERP system with all relevant information. Keep accurate records and document customer service actions. Assist CS Manager in analysing statistics and compiling accurate reports.
  • Continues improvement
    Look for opportunities to improve the flow of orders and customer call handling to continuously improve internal and external customer satisfaction.
  • Leadership
    Develop, evaluate and supervise a team of customer service employees within the framework of the company’s Human Resource Policy. Ensure evenly spread workload within the team. Accurately administer presence and illness. First point of contact for escalations (internal and external) and for the customer service representatives. Deliver input for individual appraisals.
  • MBO+/HBO (Bachelor) level of working and thinking.
  • At least 6 years of customer service and sales order management experience.
  • Experience in working with an ERP system, experience with SAP is a advantage.
  • Knowledge of MS office (Outlook, Word, Excel)
  • Good knowledge of the French en English language in word and writing.
  • Able to work in a pressured environment.
  • Strong organizational and communication skills;
  • Customer focus.
  • Work for an international, growing organization.
  • An independent, self-starting long-term fulltime position.
  • Being part of an enthusiastic team.
  • A senior roll with major responsibilities.
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For more information regarding the job you can contact Maud Lucassen, Consultant Avance, tel 043 325 65 30.