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Reporting to the Senior Supervisor the Customer Experience Specialist will be responsible forcompleting the range of tasks required to ensure the smooth efficient flow ofthe customer returned Commercial Security product through the Repair Centre,providing a high standard of service to customer and to internal processpartners.
Support customer across Germany / EMEA byproviding Returns no’s (RMA) in accordance with the returns policy / guidelinesset by the company using SAP system.
Support customer enquiries on return status throughout the RMA process. Keeping customers up to date with the status of their repair / credit by means of telephone, fax and email and liaising with the engineers within the department
CoordinateReturn processes with Suppliers for OEM branded products including arrangingshipments through freight forwarders in accordance with HM Revenue &Customs regulations and Customer requirements.
Collatedata for a number of stakeholders and present findings and a platform that will drive improvements.
Processall outbound RMA orders for delivery to customer within Germany / EMEA
ProcessInvoices for Return charges
ProcessCredit returns liaising with our 3rd Party distribution centre
Adhereto ISO 9001 standards Worksdiligently to ensure department target KPIs are met
YOU MUST HAVE
Strongverbal and written communication skills in German.
Some experience in the field (Customer Experience, Customer Care, Customer Service)
Experience in working with clients
SAP,SFDC and MS Office suite experience.
English language proficiency
Basicproduct knowledge in CCTV, Access and Intruder portfolios.
CustomerService oriented, and conducts themselves in a polite and professional mannerat all times.
Verygood communication abilities
Exceptionalorganizing and time-management skills
Detail-orientedand able to make independent appropriate decisions.
Ableto be flexible, adaptable, and proactive in making changes to improve theWarranty and Returns documentation process.