To provide exceptional customer service and quality sales support to the Italy & Spain customer base and all wider business functions, supporting the CS Team Leader in the efficient management of all daily operations within the Customer Services department.
Key role overview
- End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration
- Engage with customers to provide a positive, quality Customer experience in all circumstances
- Closely collaborate with Sales department and across all business functions both locally and centrally
- Promote a high level of customer satisfaction and quality of service
- Provide quality and proactive support to both internal and external customers
Day to day CS responsibilities
- End-to-end management of the OTS (order to shipment) process
- Daily contact/liaison with customers and sales team
- Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery
- Ensure daily consistent availability on interactive Teams telephony system
- Support in the set up/processing of new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team
- Provide customer and internal reports as and when required (mainly through PBI)
- Update and maintain all customer records in conjunction with Master Data
- Support in processing customer invoicing & resolution of queries as appropriate
- Review and update packing/shipping instructions
- Maximize shipments and improve availability where possible
- Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary)
- Follow up proactively with material and delivery issues, ensuring high level of customer focus
- Interface with credit department and all other departments
- Initial point of contact for all first-level customer complaints and queries
- Follow all procedures according to corporate guidelines (in a timely manner)
- Provide documents whenever necessary/as required for audit purposes
JOB REQUIREMENTS & SKILLS
- High level of written and spoken Spanish (mandatory), Italian (mandatory) and English (highly desirable)
- Previous experience in a customer service/admin environment (essential)
- Good working knowledge of MS Office (essential)
- SAP knowledge and experience (highly desirable)
- Automotive industry experience would be advantageous
- Adequate technical/mechanical knowledge (plus)
- Genuine passion for Customer Service
- Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential)
- The ability to be able to liaise confidently with customers and internal stakeholders
