Customer Service Representative

The Customer Service Representative handles advisory and commercial customer requests, both reactively and proactively and in line with the relevant guidelines. <br/>He / she ensures adequate and reliable customer administration, in order to contribute to customer satisfaction and realization of the commercial targets of the OpCo. <br/>Activities include accepting and processing of incoming orders, answering questions, solving problems and customer complaints on orders, so that the customer satisfaction and continuity of the relationship are guaranteed <br/>The Customer Service Representative role is located within the Customer Service department of an OpCo. <br/>The main function of the department is to handle orders and to provide coordination with customers about products, delivery options and complaints. The client base may include a variety of customers, from independent clients as distributors to individual farmers, and customers covered by a key account. <br/>The product portfolio, the number of different products / formulations and the geographical scope (countries / regions served) of the OpCo define the complexity of the role of Customer Service Representative. <br/>At level IV and V, the role of the Customer Service Representative may include team leader / supervisory responsibilities for levels below, planning, coordinating and supervising the activities in the Customer Services team, in order to plan and realise the day-to-day activities and optimal work distribution within the team.<p></p><p><b>Job Description: </b></p><p>· Sales and Sales Support</p><p>o Supports and initiates follow-up actions by contacting customers (first and second line) and inform them about products in order to contribute to the</p><p>realization of effective customer communication.</p><p>o Answers questions about product assortment and applications, production based on standard product, quoting prices and delivery times</p><p>o (Re)negotiates contracts with customers for renewals regarding price, specifications and delivery within defined parameters and standards set by Sales, in</p><p>order to continue the relationships with customers meeting volume, quality and price requirements.</p><p>· Order processing and data management</p><p>o Handles incoming orders, in order to realize a timely and proper delivery of orders to customers. This includes monitoring, replenishing and entering order</p><p>data into automated system for further order processing, tracking of orders being processed, identifying (potential) problems and ensuring timely and correct</p><p>delivery of relevant information to the administration, purchasing and forwarding</p><p>o Updates product data in the relevant systems, giving an up-to-date insight in products, prices and other relevant information, including processing of price</p><p>indexations and adjustments and/or enterering prices for new products and introducing of new products in the system, possibly add to customer assortment</p><p>· Customer relationship management</p><p>o Manages records and handles all customer requests and incoming orders in line with company policies and procedures, in order to effectively and timely deal</p><p>with all customer encounters.</p><p>o Registers, administers and updates all customer information, contracts, requests, order data, complaints and/or signals in the relevant systems in order to</p><p>timely, accurately and completely have insight in the type and status of customers, contracts, requests, complaints and/or signals, and orders can be</p><p>processed correctly</p><p>· Customer satisfaction </p><p>o Logs and resolves all customer problems/requests within prescribed timescales to maintain customer confidence, if possible by actively solving problems /</p><p>complaints</p><p>o Provides support to customers on the most common standard problems, questions, complaints, etc., so that they are resolved and customers be appeased.</p><p>This includes properly recording of the problem or the complaint, determine the nature and cause of problem / complaint and translate the message into a</p><p>problem description, according to procedures; escalate complex problems / complaints </p><p>o Monitors progress of delegated or escalated problems / complaints and keeps the customer informed about the status of reporting, administrative</p><p>consolidation of the notification, and recording in system</p><p>· Continuous improvement</p><p>o Signals bottlenecks in (work) processes, procedures and/or systems and contribute to the change / optimization of the department. </p><p>· Communication / coordination</p><p>o Communicates with clients and informing them about solutions to problems / complaints. Explains options on alternative products. Informs managers on</p><p>complex problems / complaints. Conducts correspondence and preparation of reports</p><p>o May plan, coordinate and supervise activities of the Customers Services team, taking into account applicable guidelines