Sales / Customer Service – tesa – Hilversum


What you will do

The Customer Support Representative is striving for excellent customer satisfaction. This role is the first point of contact for our customers, handles the order to invoice cycle, and answers all incoming inquiries including customer complaints. Ensure a successful service by partnering up and coordinating with internal departments.

Position Content (core accountabilities, strategic responsibilities, key activities):

•Perform order to fulfilment activities in compliance to services levels according to the customer segmentation (Operational Service Packages) of assigned customers
•Handle daily activities and communication in the order to invoice cycle, including digital and manual order processing, backorder management, creation of credit/debit notes, returns and replacements, and other tasks ad hoc tasks
•Handle and follow up on customer claims
•Process transactions and maintain information on customer platforms (only order to invoice)
•Process general customer inquiries via phone and e-mail regarding company, products, prices, and delivery fulfillment
•Monitor SAP order to fulfillment pipeline (blocked/open orders) on a daily basis
•Collect and document customer scorecards and notify the organization in case of follow-up topics
•Collaborate with cross-functional teams, including supply chain, and finance, to ensure smooth order processing and timely delivery
•Actively generate and implement ideas for internal process optimization and towards the customers (First Time Right Methodology)

What you will need

•University degree or equivalent knowledge in the field of Business Administration, Supply Chain Management (SCM)

•Very good written and spoken English skills (B2 level or higher)
•One or more local languages required in the assigned geography
•2+ years of relevant professional experience in an international, matrix-organized company
•Experience in Customer Service/other direct customer facing roles is a plus
•Ideally good SAP skills including EDI as well as CRM (MS Dynamics)
•Strong service and excellent customer-oriented communication and problem-solving skills
•Enjoying a variety of administrative tasks
•Extremely flexible, self-organized and able to work under pressure
•Team player with a reliable and structured working style

• Comfortable working in a changing, dynamic environment
• High digital affinity and passion to working with digitized systems and processes

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