Guarantee a positive customer experience and ensure quick and reliable processing of customer orders from booking to invoicing.
Manage speedy and knowledgeable responses to assist customer at any stage of his order and pro-actively solve any problems.
Ensure efficient collaboration with technical support and outside sales managing speedy and knowledgeable responses that solve Customers problems.
Apply Company policies.
Coordinator specific tasks (40% of the working time) :
Main contact for the activity of the team.
Monitor the onboarding and continuous training for the team members.
Monitor the KPIs for the team members.
Holds one in one 1 : 1 meetings with all the team members, to discuss operational points keeps an agenda of the meetings and discuss with the manager.
Participate in the recruitment process.
Supervise the activity and balance workload within the team / with all the teams of the group.
Give input for performance evaluation to the manager.
Sign off holiday and leave of absence forms, prepares monthly time sheets and organize the back-ups.
Offers support and verifies the travel documents.
Customer service representative specific tasks (60% of the working time) :
Ensure the consistent and effective provision of services / information to the customer base including (but not only) order management, fulfilment, problem solving, price and lead time requests and other services across all media (Telephone, mail, etc.).
Check all information and guarantee their accuracy in registering orders.
Analyse the orders as per the process defined to be in conformity with the sales agreements and quality procedures.
Review orders for accuracy and completion and save all received orders in electronic format; archive orders in files.
Proceed to changes / amendments in the order when / if necessary.
Ensure the contract review, the price policy (SOCX) and ITC are applied with no exception and report to your management when discrepancies identified.
Provide a daily follow up of the order book and takes actions in order to anticipate issues / satisfy the request of the customer (within the companies’ commitment).
This can involve chase planning, Warehouse or any other department involved.
Act pro-actively : Inform customers about potential delays or issues related to the order.
Check feasibility of customer request in terms of lead times, certificates and documents required (Mainly Exports); answer to basic technical questions.
Provide awareness of customer complaints or any issues in the shortest lead-time. Escalates errors or mistakes as soon as identified and proposes correctives actions.
Develop a Commercial attitude : Generate leads for sales force through active listening and probing for customer requirements and opportunities.
Create reports for the sales force.
Ensure communication with his / her management line is clear and focused, with Customer always represented fairly and accurately.
Apply relevant customer service procedures and processes in the respect of the Quality Management System and in accordance with FLMC Policies and standards.
Contribute to back up and organisation specific for critical business processes
Replace other team members when necessary in order to maintain the level of service / Offer assistance to any team member when necessary.
Contribute to continuous improvement : Share issues across the team and propose corrective and preventative actions followed in actions plans held by the Team Leader, thereby ensuring the level of customer service required.
Ensure Health and safety compliance as per standards under local law.
Develop wide market knowledge and ensure a keen awareness of FLMC products portfolio offering.
Bachelor degree in Business administration or International Trade is a plus.
Minimum one (1) year progressive industry experience in customer service role is a plus.
Experience in team management is a plus.
Attention to details, perfectionist, proactivity.
Ability to work under time pressure, multi-tasking problem solving.
Customer oriented, good communication and collaboration skills.
Cooperative; willingness to interact and work with others; team player.
Excellent verbal and written communication skills in Germand and in English. One additional Western European language would be a plus (French, Dutch, Spanish, Italian ).
Direct and interactive computer skills and electronic business interfaces : outlook, e-mail, Microsoft Office, extranet / intranet.