Sr. Customer Service Representative

Responsibilities

In this position as Customer Service Representative, you will have a central role in the Benelux ZOLL organization. You have a passion for excellent customer service. You are primarily responsible for receiving customer orders and to get them entered into the Oracle system. Also you will handle all customer related requests (like shipment requests, complaints, etc). You should show exemplary behavior, initiative and maintain good relationships with other European Customer Service colleagues, International Customer Service at our HQ in Chelmsford USA as well as Finance and warehouse colleagues.

Tasks and responsibilities:

Customer Service

• Provide excellent customer service that exceeds the expectations of our customers
• Proactively communicate with customers in order to build sustainable relationships, create engaged customers and facilitate organic growth
• Processing orders by Phone, Fax and Email via Oracle ERP
• Manage returns/complaints with the customer, internally and in our Oracle ERP
• Provide customers with detailed, accurate information on status of purchase orders, sales orders, returns, credits and shipping information
• Provide accurate, professional and responsive support to customers and all other personnel within the organization at all levels
• Keep the CRM system up-to-date, document relevant communication and actions
• Preparing and providing quotations of ZOLL products to customers
• Preparing and taking care tenders are disposed on time and in an accurate manner
• Responsible for invoice management
• Ensure customers’ needs are taken care of within the standards of performance set by management
• Interact with various departments regularly to achieve the best results for the customer
• Providing general sales support
• Create (sales) reports in Excel with available data, analyse this data and share results with keystakeholders
• Setup of new and maintaining existing pricelists in our Oracle ERP
• Support of distributors and taking care of their needs
• Manage and maintenance of distributor contracts, distributor pricebooks
• Other common tasks