Customer Service Representative
Customer Service Representative
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Job Description
He / she ensures adequate and reliable customer administration in order to contribute to customer satisfaction and realization of the commercial targets of the OpCo.
Activities include accepting and processing of incoming orders answering questions solving problems and customer complaints on orders so that the customer satisfaction and continuity of the relationship are guaranteed
The Customer Service Representative role is located within the Customer Service department of an OpCo.
The main function of the department is to handle orders and to provide coordination with customers about products delivery options and complaints. The client base may include a variety of customers from independent clients as distributors to individual farmers and customers covered by a key account.
The product portfolio the number of different products / formulations and the geographical scope (countries / regions served) of the OpCo define the complexity of the role of Customer Service Representative.
At level IV and V the role of the Customer Service Representative may include team leader / supervisory responsibilities for levels below planning coordinating and supervising the activities in the Customer Services team in order to plan and realise the daytoday activities and optimal work distribution within the team.
Job Description:
Sales and Sales Support
o Supports and initiates followup actions by contacting customers (first and second line) and inform them about products in order to contribute to the
realization of effective customer communication.
o Answers questions about product assortment and applications production based on standard product quoting prices and delivery times
o (Re)negotiates contracts with customers for renewals regarding price specifications and delivery within defined parameters and standards set by Sales in
order to continue the relationships with customers meeting volume quality and price requirements.
Order processing and data management
o Handles incoming orders in order to realize a timely and proper delivery of orders to customers. This includes monitoring replenishing and entering order
data into automated system for further order processing tracking of orders being processed identifying (potential) problems and ensuring timely and correct
delivery of relevant information to the administration purchasing and forwarding
o Updates product data in the relevant systems giving an uptodate insight in products prices and other relevant information including processing of price
indexations and adjustments and/or enterering prices for new products and introducing of new products in the system possibly add to customer assortment
Customer relationship management
o Manages records and handles all customer requests and incoming orders in line with company policies and procedures in order to effectively and timely deal
with all customer encounters.
o Registers administers and updates all customer information contracts requests order data complaints and/or signals in the relevant systems in order to
timely accurately and completely have insight in the type and status of customers contracts requests complaints and/or signals and orders can be
processed correctly
Customer satisfaction
o Logs and resolves all customer problems/requests within prescribed timescales to maintain customer confidence if possible by actively solving problems /
complaints
o Provides support to customers on the most common standard problems questions complaints etc. so that they are resolved and customers be appeased.
This includes properly recording of the problem or the complaint determine the nature and cause of problem / complaint and translate the message into a
problem description according to procedures; escalate complex problems / complaints
o Monitors progress of delegated or escalated problems / complaints and keeps the customer informed about the status of reporting administrative
consolidation of the notification and recording in system
Continuous improvement
o Signals bottlenecks in (work) processes procedures and/or systems and contribute to the change / optimization of the department.
Communication / coordination
o Communicates with clients and informing them about solutions to problems / complaints. Explains options on alternative products. Informs managers on
complex problems / complaints. Conducts correspondence and preparation of reports
o May plan coordinate and supervise activities of the Customers Services team taking into account applicable guidelines and procedure in order to plan and
realize daytoday activities and optimal work distribution within the team.
Our organisation:
Trouw Nutrition is the global leader in innovative feed specialties premixes and nutritional services for the animal nutrition industry. Trouw Nutrition provides speciesspecific nutritional solutions consisting of feed concepts products and nutritional knowhow. The unique combination of products models and services Trouw Nutrition offers boosts productivity and supports animal health through all life stages contributing to our customers peace of mind. Trouw Nutritions nutrition solutions have met the need of farmers and homemixers feed producers integrators and distributors. Trouw Nutrition has locations in 25 countries and around 5000 employees. Our mission is Feeding the Future.
Equal Opportunity Employer:
Trouw Nutrition is an equal opportunity employer; applicants are considered for all roles without regard to race color religious creed sex national origin citizenship status age physical or mental disability sexual orientation marital parental military status or any other status protected by applicable local law. Please advise us at any point during the recruitment and selection process if you require accommodation. Trouw Nutrition is committed to compliance with all applicable legislation including providing accommodation for applicants with disabilities.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
