Summary of Responsibility
Using the resources of the company to resolve queries from customers (internal and external) and members of the salesteam in a confident, professional and helpful manner.
Customer Relations Advisors must be able to maintain and develop effective channels of communication between customers, salesteam and internal departments to ensure that each query is resolved to the mutual satisfaction of all concerned.
Principle Responsibilities
Ensure all requests from customers are dealt with within the realms of company policy and procedure
Communicating with the Customer and Salesperson to ensure they are kept up to date with their query
Maintaining accurate records of all action carried out for individual Customers
Collating order information (including barcodes) for Customers using their specified format
Tracking orders for Customers once they have left our warehouse (if requested)
Administration of the Returns and Refusals procedure
Opening and closing new accounts
Processing of requests to transfer goods
Raising of credit and debit notes
Recording and processing shortages in deliveries
Liaison with company carriers where deliveries are returned to our warehouse
Requesting proof of delivery details from carrier when requested
Maintaining Customer records (address, contact information)
Processing, amending, entering and cancellation of orders ensuring that the Salesperson is made aware of any changes to an order
Monitoring of open orders to ensure they have the correct information to be shipped on specified date
Provide accurate information on demand to Salespeople and Customers regarding stock levels of product.
Respond to requests for catalogues, images, stationery and samples as necessary
Arrange accommodation and flights for salespeople as requested
Salesteam territory management maintenance
Regular translation of correspondence and short documents as required by the business
Skills and Attributes
Fluency in the English and German language is essential to this role.
Ability to work under pressure and to tight deadlines
To take instruction and respond effectively and efficiently.
To work proactively and on own initiative as required
Excellent communication skills
Professional telephone manner
Experience in Microsoft Office software packages
To recognise the requirement for a level of confidentiality in dealing with customer/salesteam information
In order to promote an environment within which the Company can call upon the widest range of knowledge, skills and experience, as well as ensuring compliance with the relevant legislation and codes of practice, we are committed to treating all applicants and employees in the same way regardless of race or colour, nationality or national or ethnic origin, religion or religious belief, sex or marital status, sexual orientation, disability or age.
STRICTLY NO AGENCIES PLEASE
