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Customer Service Representative with Romanian

Seniority

Junior

Location

Prague

Type of job

Full-time

Required education

Secondary education or professional training with school-leaving exam

  • Discount on company products or services
  • Notebook
  • Retirement or life insurance contributions
  • Flexible working time
  • Meal vouchers or meal contributions
  • Refreshments
  • Contributions to sport, culture or past time activities
  • Sick days
  • Home office
  • Dog-friendly office

POSITION SUMMARY


Main purpose of this position is to perform order to cash business process in a customer centric way, to be the partner for sales and the advocate for customer in the business. Effective information flow for both internal and external customers and overall customer satisfaction with the provided services and support needs to be ensured.


MAJOR RESPONSIBILITY AREAS


Key responsibilities:


Business processes

  • Order capture (a list of customers depend on current split within Customer Service) via different channels (EDI, fax/mail to EDI, fax, email)
  • Processing of standard orders/free goods orders while complying with all agreed conditions
  • Responsible for the administration of delivery notes and invoices
  • Issuing credit and debit memo to customer in case of any discrepancy
  • Managing returns and refusals from customer
  • Follow special requirements for deliveries
  • Cooperation with Finance in terms of credit control
  • Collaboration on period closure
  • Preparation of requested CS KPIs reports


Communication

  • Daily communication with:
  • Customers
  • Sales Department
  • Supply Chain
  • 3rd Party Logistics Provider


Reporting

  • Regular reports creation


The main KPI´s:

  • Perfect Order (Invoice Accuracy, Orderfill, On Time)
  • Customer Casefill


DECISION MAKING AUTHORITY


Recommending improvements for minimizing credit notes, maximizing Perfect Order target, Invoice Accuracy target, Customer Casefill. 

Input to Customer Service Manager for periodical reporting

Agree with customers on effective ways of working 

Providing input and recommendation to sales force on how to improve the ways of working with customers


KEY WORKING RELATIONSHIPS


Supply Chain Team - Regular contact with the team on the operational topics (stock availability) Customer Service Manager - KPI development, escalating issues 

Sales Department - Regular contact to ensure product deliveries are in the required quantity, quality and on time. 

Finance - Regular contact with Credit control 

Customers - Ensuring customers satisfaction with provided services, resolving issues.

3rd Party Logistics Provider - Regular contact on the operational level 


SKILLS & FUNCTIONAL COMPETENCIES


Native Romanian speaker, Proficient English

Communication Skills

SAP (Atlas) Skills - advantage

Team Player



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