Customer Service Representative EMEA
Customer Service Representative EMEA
Posted on :
28-05-2025
Employer Active
1 Vacancy
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Job Description
Description
PURPOSE OF POSITION
To exceed customer expectations of service and support and promote business growth. Managing a caseload and a number of key accounts the CSR will be responsible for ensuring that our customer journey is as efficient as possible with timely advice support and resolution of enquiries. Provide pre and post sales support and applications advice and focus on continuous improvement of our service.
ESSENTIAL FUNCTIONS
- Ensure customer enquiries are resolved within service level agreements
- Managing a caseload of customer enquiries
- Managing a number of key accounts undertaking regular calls and meeting via teams to build customer relationships
- Providing advice and finding solutions for customer applications.
- Perform contract reviews on all orders received to ensure compliance with customer contract or quotation before release to manufacturing liaising with the Production/Manufacturing as necessary.
- Clean and control orders construct part numbers as required and pricing checks.
- Issue and follow up on quotations.
- Inform customers on actual status of their delivery dates.
- Administer all acknowledgements to the customer.
- Work with all internal departments to deliver for our customers this includes sales operations technical and finance teams.
- Manage web orders of key customers.
- Log and assist with handling of customer complaints and liaise with QA on progress.
- Consistently present a professional image and deliver superior customer service.
- Provide English and second language support to customers distributors sister subsidiaries external sales internal sales and other departments at Gems Setra.
- Work with the sales and support teams in Europe and elsewhere to extend the support for Gems Setra products worldwide. This will include answering the sales telephone line entering and checking orders.
- Promote additional sales by providing excellent and timely support and advice to existing and potential new customers.
- Occasional customer site visits for on-site support or to assist the sales team when visiting customers. These could be in the UK Europe or elsewhere
- May be assigned additional projects and responsibilities at the sole discretion of the Line Manager
- Fluent in spoken and written German.
EDUCATION & EXPERIENCE REQUIRED
Technical Skills/Knowledge
- Written and verbal fluency in the English language and Germa and further languages (French but other European languages will be considered) is essential including the ability to converse with customers on a technical level
- Aptitude for handling customer issues
- Demonstrable ability of effective handling customers enquiries by telephone
- Experience of interaction with Customers in a sales office or support environment
- Experience using Microsoft Windows operating system and Microsoft Office (or similar package)
- Experience of work with Salesforce
- Excellent verbal and written communication skills
- Experience with SAP would be an advantage
- Experience of working with a case management system
Transferable soft skills
- Proven experience of working in a fast-paced high volume customer focused environment
- Ability to build productive relationships with customers and colleagues
- Excellent numeracy skills
- Competence in effectively prioritization and problem-solving
- Ability to work cross-functionally.
- Customer obsessed.
- Courteous always to both internal and external customers
- Team player
- A focus on continuous improvement of themselves and the department
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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