Italian Customer Service Specialist

Limburg (Belgium)
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Italian Customer Service Specialist

Limburg (Belgium)

Ref: JZ6901 July 1, 2020 IMMOBILIER BÂTIMENT ET AUXILIAIRE

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FONCTIONS

Mission: As Customer Service Specialist you are responsible to manage the relationships with a defined customer portfolio, driving initiatives and processes that ensure full satisfactory customer experience. You are one of the key contacts for our customers: you ensure the best processing of their orders, you manage their complaints, you listen and deal with their observations, and you effectively coordinate any of their requests internally. You support the sales organization in their strategy and in the ongoing projects. Functions: Best processing of customer requests to meet their expectations • Customer creation: introduce new customer information/data • Order management: respect of the procedures in place • Order processing: order entry, order follow-up (price management, credit situation, follow up with production, logistics), invoicing, price management (incl. transport when applicable) • Order analysis: review/check customers information, check project information • Inform customer (by phone, email) on products availability and any logistics matters • Anticipate problems and inform customer and sales manager in case of issues with deliveries • Make sure the orders are entered with the right information and deliver as per customer expectations • Manage customer complaints (discounts/credit/debit notes) and consider how actions or plans will affect the customer Effective communication internally and externally • Ensure best service through an effective, optimized & proactive communication with customers by email or by phone • Respond in a timely manner to meet customer needs and expectations • Ensure the best support to customers in case of issues and look at solutions to solve them • Effectively communicate with internal counter parts (sales, plants, logistics, planning, finance, credit) to obtain and provide full and correct answers to the customers • Escalate topics and issues internally in timely manner Sales support (when applicable, depending on the country served) • Registrate, adjust commissions, partnership or rebates • Issue sales statistics and handle price lists • Make quotations in collaboration with the sales team, • Maintain customers and project contacts in CRM in collaboration with the sales team • Marketing: support on translation work (ie brochures/website), support on follow up after marketing campaigns & newsletters, prospecting • Distribution of product information: inform, advice customers about miscellaneous, references for typical application, availability etc; Guide the customer to Sales & Engineers if too technical. Requirements: • Commercial education • 3 to 4 years of experience in a similar function and Experience in sectors such as chemistry, building materials, industrial, etc. • Familiarity with the Microsoft Office • Experienced with SAP Enterprise Resource Planning • Good knowledge of Italian and English, any other European language such as Dutch and/or French are a plus • Results oriented and proven track record in establishing and achieving ambitious goals • Knowledge of business principles • Customer focused • Strong verbal and written communication skills • Multitasker • Sense of urgency and responsiveness • Details oriented and works with a high degree of accuracy • Planning and organizing skills (time and priority management) • Reliable and flexible • Problem solving • Team player

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