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Customer Service Representative – B2B

Company description

Our international client is currently looking for a CUSTOMER SERVICE REPRESENTATIVE to be placed either in Ghent (Belgium) or Düsseldorf (Germany).

In this position you will be responsible for the front-line administrative support, for assigned dealers In Germany and Austria (40%), Italy or France (20%) and distributors in the EMEA Region (40%).

The position

  • You handle network requests, mainly coming in through a case management system and you process them within the set service level objectives. In that sense you act as the link between our network and our back-office organization. A strong relation and interaction with all business partners and stakeholders is key to deliver a good service.
  • In this administrative function, you work closely together with our external partner, who acts as the filter for all consumer & dealer level 1, informative calls and cases. They escalate the more complex level 2 inquiries, and this is where you step in and ensure end to end support through expertise and in-depth knowledge
  • You will identify potential issues that may impact the network and demonstrate accountability for providing a final resolution. When needed, you will mobilize other departments and/or individuals in order to provide solutions proactively. Always close the loop and tie the knot: validate that you have addressed the request and that you have completely resolved the situation to the dealer’s satisfaction keeping him informed every step of the way.
  • In cooperation with the technical parts-team you seek for alternative solutions in case of backorder or obsolescence.
  • You manage backorders and follow up on old backorders in cooperation with the dealers
  • You ensure prioritization and fair share of items if required.
  • Provides input for systems and workflow improvements to enhance the efficiency.
  • Active participation in weekly meetings, in order to increase the overall service level
  • Engage with product planning, product specialist and sales teams
  • Provides reporting to stakeholders and gives input to successfully deliver key objectives.
  • Fosters a culture of growth, improvement, fun, respect and openness.

Profile

  • Bachelor or Master degree
  • Service oriented and accurate.
  • Native level of German and fluent English skills (French and/ or Italian would be a plus)
  • SAP/salesforce knowledge is a plus
  • Excellent communication skills both verbal and written
  • Ownership and proactive approach
  • Collaborative team player, results driven

 

If you are interested in this opportunity please send your CV to meike@approachpeople.com

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