Customer Service Representative

Feladatok: Your MissionAs a Customer Service Representative (Polish Fluent) your core mission is to support the customer by providing a courteous and professional service via an effective and efficient order management, answering any enquiries and dealing with any issues. Customer Satisfaction is key to our success and you are the ambassador to make this happen in your daily contacts.Key ResponsibilitiesProcessing and releasing customer orders (manual via mail/webshop) in the ERP System, considering customer requests, the payment condition and credit policyResponding to customer enquiries by mail or by phone on product availability, order status, deliveries and product information (sizes, brands, colors, alternatives)Follow up on backorder status, contacting internal teams for expediting where possible and customer communicationAssisting and guiding the customers through our online tools such as the webshopProcess dropshipments in collaboration with the internal departments, procurement and accounting.Processing of new customers, contact for complementary information and for welcoming themProvide support in the current process of handling claims and adapt to take up a more active role when the improved process comes into effect.All customer and internal communication should be done in a timely and courteous manner, representing a positive voice of the company.Identify and signal potential lead/buying signals from the customer contacts and pass these on to the sales team.Maintain data in ERP (Sage) and CRM (Salesforce) up to date,Collaborate with internal teams to ensure a smooth onboarding process and high service levels for new customersThink "Service to customers"Key Performance Indicators (KPIs)Actual targets will be defined annually.Sales Holds (% of orders on sales hold)Ensuring timely and accurate release of sales holds to support swift order fulfilment.Responsiveness (email & telephone communication)Email responsiveness: replies within 12 hoursTelephone responsiveness: minimising abandoned callsTeam-Based KPIsOn Time In Full (OTIF)Ensuring orders are delivered on time and in full. This is a cross-functional responsibility, with Customer Service playing a key role.BackordersEnsuring backorders are cleared as quickly as possible and that ageing remains within target levels.Measurement: backorders as a percentage of monthly sales.Net Promoter Score (NPS)The ultimate measure of customer satisfaction and a company-wide performance indicator. Elvárások: Your MissionAs a Customer Service Representative (Polish Fluent) your core mission is to support the customer by providing a courteous and professional service via an effective and efficient order management, answering any enquiries and dealing with any issues. Customer Satisfaction is key to our success and you are the ambassador to make this happen in your daily contacts.Key ResponsibilitiesProcessing and releasing customer orders (manual via mail/webshop) in the ERP System, considering customer requests, the payment condition and credit policyResponding to customer enquiries by mail or by phone on product availability, order status, deliveries and product information (sizes, brands, colors, alternatives)Follow up on backorder status, contacting internal teams for expediting where possible and customer communicationAssisting and guiding the customers through our online tools such as the webshopProcess dropshipments in collaboration with the internal departments, procurement and accounting.Processing of new customers, contact for complementary information and for welcoming themProvide support in the current process of handling claims and adapt to take up a more active role when the improved process comes into effect.All customer and internal communication should be done in a timely and courteous manner, representing a positive voice of the company.Identify and signal potential lead/buying signals from the customer contacts and pass these on to the sales team.Maintain data in ERP (Sage) and CRM (Salesforce) up to date,Collaborate with internal teams to ensure a smooth onboarding process and high service levels for new customersThink "Service to customers"Key Performance Indicators (KPIs)Actual targets will be defined annually.Sales Holds (% of orders on sales hold)Ensuring timely and accurate release of sales holds to support swift order fulfilment.Responsiveness (email & telephone communication)Email responsiveness: replies within 12 hoursTelephone responsiveness: minimising abandoned callsTeam-Based KPIsOn Time In Full (OTIF)Ensuring orders are delivered on time and in full. This is a cross-functional responsibility, with Customer Service playing a key role.BackordersEnsuring backorders are cleared as quickly as possible and that ageing remains within target levels.Measurement: backorders as a percentage of monthly sales.Net Promoter Score (NPS)The ultimate measure of customer satisfaction and a company-wide performance indicator. Személyes ügyfélszolgálat

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