Customer Service (Ingles y Francés bilingüe)

☞ Walters People

Ver: 98

Día de actualización: 11-11-2023

Ubicación: Madrid Comunidad de Madrid

Categoría: Consultoría / Servicio al cliente

Industria:

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Contenido de trabajo

The purpose of the role We are looking for a fluent English and French speaker Senior Customer Service Representative with wide experience in Export Orders handling to join our Madrid-based team. The candidate must be customer-oriented, multi-tasking with excellent communication skills, multicultural and continuous improvement mindset.

The Senior Customer Service Representative will correctly manage an Export Customer Service desk, prioritization of activities and building effective customer relationships.
This will include coaching on: export orders , systems and work process issues
This is a key role in the integration and smooth transition of all future merger or acquisition related to processes and system issues

Primary Responsibilities:
  • Process, monitor and follow up customers’ purchasing orders.
  • Manage invoice creation, corrections, and return of the material activities.
  • Coordinate national and export orders, including all supporting documentation.
  • Ensure the overall ordering handling process is SOX compliance.
  • Monitor and ensure delivery date and product quality to meet customer requirements.
  • Provide proactive updates to customers to ensure ongoing customer satisfaction and to resolve any customer concerns that may arise.
  • Update internal systems with record of customers and other additional information as needed.
  • Establish key communication link between customer and internal departments (sales, logistics, finance, production) to keep all involved parties aware of customer activities.
  • Handle customer complaints, providing appropriate solutions and alternatives within the time limits, follow up to ensure resolution.
  • Identify and propose continuous improvements that help to meet customer´s requirements .
  • Support to improvement projects cross-function.
  • Ensure that the customer experience with the company is the best possible and that we achieve the compromised service levels.
  • Provide feedback to requests from internal and external auditors in a timely manner.
  • Be the Customer’s voice for improvement and development of new features.
  • Provide day to day support to Junior Customer Service Representative Team.
  • Make deployment recommendations/decisions regarding accounts and countries outside the EU
  • Participate as Subject Matter Expert on Export Orders/Documentation.
  • Train new Customer Service Representatives and/or others on new systems enhancements as needed .
  • Ensure the overall ordering handling process is SOX compliance.
  • Support on improvement projects cross-function.
  • Other duties as assigned.
Critical Success Factors:
The Senior Customer Service Representative needs the desire to provide excellent customer service, promote and maintain high standards of quality. It will be important to have a positive and proactive attitude with a continued improvement mind-set.
Among the skills to success:
  • INTERPERSONAL EFFECTIVENESS: Must demonstrate the ability to be versatile and flexible with multiple team members, various business partners and customers while effectively influencing others and managing outcomes.
  • TEAMWORK: Must possess the interpersonal skills and versatility to work effectively and appropriately with a wide variety of partners and customers.
  • INITIATIVE: Must have the experience and confidence to make independent decisions and remove roadblocks to the team’s success.

SKILLS & QUALIFICATIONS

  • Bilingual level in English and French.
  • Other languages would be an advantage such as Spanish and German.
  • 3-5 years’ experience in a customer service role in Exports Order Handling.
  • Working knowledge of MS Office packages, advance Excel experience will be an advantage.
  • Self-motivated and result-oriented and a good team worker (cross-cultural).
  • Strong ability and desire to provide excellent customer service and to promote and maintain high standards of quality.
  • Positive and proactive attitude.
  • Excellent communications skills.
  • Adapt to changes.

The purpose of the role We are looking for a fluent English and French speaker Senior Customer Service Representative with wide experience in Export Orders handling to join our Madrid-based team. The candidate must be customer-oriented, multi-tasking with excellent communication skills, ...
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Plazo: 11-12-2023

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