Customer Service Representative with Russian

Do you want to join a team that is engaged and motivated? A team that works with high speed and a lot of details. Are you passionate about customers?

Every year we have an incredible team event, called customer service week, where we have fun, through team building, special training and webinars.

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 Sales 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 log-in & consistent availability on cloud-based, interactive telephony system (Fuze)
• 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
• Update and maintain all customer records in conjunction with Master Data
• Promote & follow-up electronic ordering (Teccom/EDI)
• 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
• Meet forecast pressure
• 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
• Work closely with the DC and manage stock levels and delivery dates

JOB REQUIREMENTS & SKILLS:

• High level of written and spoken English (essential)
• Good working knowledge of MS Office (essential)
• SAP knowledge and experience (highly desirable)
• Automotive industry experience would be advantageous  
• 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

KEY INTERFACES:

• Internal:  all departments
• External: customers, agents, forwarders, and others when required

EDUCATION:

• Bachelor’s degree or relevant industry qualification/ equivalent experience

EXPERIENCE:

• Previous experience in a customer service/admin environment (essential) 
• SAP knowledge and experience (highly desirable)
• Automotive industry experience advantageous