Customer Care Representative

Role and Overall Objectives

The Customer Care Representative team works onsite within a collaborative environment, delivering order entry, inside sales, and administrative tasks. They serve as main contact points before and after sales, facilitating swift and effective communication between Sales, Distributors, Supply Chain/Logistics, Finance, and other departments. Their goal is to respond to customer queries and transactions in a manner that surpasses customer expectations.

Primary Responsibilities

• Provide support via phone, email, and web to Sales, Service, Distributors, Dealers, Direct Customers, and OEMs regarding lead times, order statuses, return authorizations, shipments, and expediting material shipments, including tracking and managing customer issues through an Issue Resolution Tool.
• Manage specific key accounts and regions while offering backup support for additional regions.
• Address and resolve invoicing concerns through phone, email, and web communications.
• Collaborate with Sales, Inside Sales, and technical teams to resolve problems, discover improvements to ease business operations, and prevent recurring issues.
• Liaise with Supply Chain and Engineering departments to coordinate shipments according to customer needs.
• Coordinate with Inwards Service/Goods and other departments to manage the return of materials for repair or restocking.
• Accurately input customer data, agreements, return authorizations, training registrations, sales orders, and invoices promptly to reduce errors, guided by departmental service goals.
• Maintain Customer Master Data and carry out appropriate security verifications.
• Engage in ad-hoc process improvement initiatives.

Qualifications and Requirements

• Experience in a related field is beneficial.
• Direct experience communicating with customers is essential.
• Proficiency in both written and spoken French is required.