DRiV
Representative Customer Service
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Key role overview
End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration
Engage with customers to provide a positive, quality Sales experience in all circumstances
Closely collaborate with Sales department and across all business functions both locally and centrally
Promote a high level of customer satisfaction and quality of service
Provide quality and proactive support to both internal and external customers
Day to day CS responsibilities:
End-to-end management of the OTS (order to shipment) process
Daily contact/liaison with customers and sales team
Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery
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Ensure daily log-in & consistent availability on cloud-based, interactive telephony system (Fuze)
Process customer pricing approval requests (PAR) and action/follow up within appropriate departments
Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team
Provide customer and internal reports as and when required
Update and maintain all customer records in conjunction with Master Data
Promote & follow-up electronic ordering (Teccom/EDI)
Support in processing customer invoicing & resolution of queries as appropriate
Review and update packing/shipping instructions
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Maximize shipments and improve availability where possible
Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary)
Follow-up proactively with material and delivery issues, ensuring high level of customer focus
Interface with credit department and all other departments
Meet forecast pressure
Initial point of contact for all first-level customer complaints and queries
Follow all procedures according to corporate guidelines (in a timely manner)
Provide documents whenever necessary/as required for audit purposes
Work closely with the DC and manage stock levels and delivery dates
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