Sr Customer Support Specialist with English (SPS)

Are you curious about what this role implies?

• Timely gather all relevant info to accurately respond to all customer queries related to:
• product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value
• Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales)
• Validation and order entry of customer purchase orders within defined target
• Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfillment (price discrepancy, credit holds, material exclusion etc)
• Covers order scheduling according customer specific requirements as well as internal stock availability
• Set up, document and maintaining the order entry process for assigned customers
• Act as an active interface between customer, ISC, Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue
• Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
• Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog
• Supports all customer disputes regarding standard return transactions, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments
• Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation
• Ensures accurate processing of performance rebates for all major distribution and platinum accounts
• Acts timely on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices
• Manages stock rotations claims from major distributors from an E2E process in front of the customer

Then you should have:

• University degree (or equivalent experience)
• Business fluent in written and spoken English, other European languages represent a plus
• Experience working in a customer-facing role, preferably Customer Support in an international work environment
• Experience using CRM/SAP and understanding CRM/ERP system business processes a plus
• Knowledge of MS office skills (Excel, Word, Outlook, PowerPoint)
• High level of customer orientation
• Excellent written and spoken communication skills (phone, mail, email)