Senior Customer Support Employee

<p><span>Since 1965, Stoneridge has designed and manufactured advanced, award-winning technologies including driveline and transmission actuation systems, vision systems, emissions control systems, safety systems, and security and monitoring systems for vehicle OEMs in the commercial vehicle, automotive, off-highway and agricultural vehicle markets. </span><span>We’re focused on the areas of greatest market need – both today and tomorrow. Our core products and technologies are aligned with industry megatrends including safety and security, vehicle intelligence, fuel efficiency and emissions. </span><span>Join the Stoneridge Team as we continue to build upon our strong history and reputation for quality products to deliver innovative products and systems that address a need, exceed our customers’ expectations, and motivate our team.</span></p><p></p><p><b>Position of the role within the organisation</b></p><p>Reports to the Team Leader Customer Support</p><p></p><p><b>Objective of the role</b></p><p>Providing support to key customers, playing a vital role in maintaining strong customer relationships and ensuring customer satisfaction. Collaborating across various departments to ensure customer needs are met and transparent communication takes place both internally as externally.</p><p></p><p><b>Characterisation of the activities</b></p><ul><li>Draws up offers, monitors progress of the offer process and provides administrative support.</li><li>Acts as primary point of contact towards key customers, answers questions, addresses issues and provides (product) information.</li><li>Manages customer details in the CRM system and keeps them up to date.</li><li>Works closely together with the Account Managers and is an active member of a Customer Success Team</li><li>Keeps a clear view of customer schedules and demands and can clearly translate that internally in the organization</li><li>Identifies particularities and takes the lead towards successful resolution across departments</li><li>Manages and archives (customer) documents and price lists and keeps them up to date.</li><li>Occasional travel to – and participation in trade shows</li><li>Oversees and coordinates precise and timely order processing for allocated key customer accounts to ensure on-time delivery performance.</li><li>Proactive communication of delivery schedules to customers.</li><li>Expected backlog analysis and escalation internally to resolve backlog and follow up</li><li>Has an active role as senior supporting colleagues with escalations when required</li><li>Conducts escalation meetings with key customers and coordinates towards prompt resolution across departments</li><li>Identifies opportunities and implements practices to improve efficiency and enhance customer satisfaction.</li><li>Takes the lead in improvement projects across various departments.</li><li>Support reporting activities to the Team Leader Customer Support (e.g. reasoning behind demand changes, on time delivery and backlog information)</li></ul><p></p><p><b>Knowledge and skills</b></p><ul><li>Can contribute at a medium level of professional and intellectual ability (bachelor’s degree)</li><li>Strong coordinational skills and ability to lead projects</li><li>Is continually shifting boundaries</li><li>Is able to oversee entire process from quotation until invoice</li><li>Takes the lead to solve problems, reacts thoroughly.</li><li>Proven experience in similar positions</li><li>Strong administrative skills and ability to prioritise workload</li><li>Technical background</li><li>Strong English verbal and written communication skills and cross-functional networking skills</li><li>Y<span>ou need to have a valid work visa for The Netherlands.</span></li></ul><p></p><p><b>Description per characteristic feature</b></p><ul><li>Contribute to a global, team-oriented workplace</li><li>Strong Commercial awareness, representative, reliable and stress-resistant</li><li>Independent, service-oriented and problem-solving skills</li><li>Advanced command and knowledge of modern computer systems such as Word, Excel, and CRM software, interested in building experience in new software</li><li>Experience in working with bill of material is a plus</li><li>Ability to learn products at a level to provide guidance to customers</li></ul><p></p><p><b>What we offer</b></p><ul><li>Salary based on knowledge and experience.</li><li>Full-time employment of 40 hours per week.</li><li>8% holiday allowance.</li><li>Travel allowance home-work: 23ct per kilometers one way up to a maximum of 50 km</li><li>CAO: <a href="https://caometalektro.nl/english-page/" rel="noopener noreferrer" target="_blank">Metalektro HP</a><span><span><span>                                                 </span></span></span></li><li>Retirement: <a href="https://www.pmepensioen.nl/" rel="noopener noreferrer" target="_blank">PME (Pensioenfonds Metalektro).</a></li><li>WIA: WIA-bodem, WGA-hiaat en WGA- hiaat additional insurances in accordance