Responsibility

• First point of contact for customers.
• Supports and initiates follow-up actions by contacting customers.
• (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.
• Handles incoming orders, in order to realize a timely and proper delivery of orders to customers.
• Updates product data in the relevant systems, giving an up-to-date insight in products, prices and other relevant information.
• Manages records and handles all customer requests and incoming orders in line with company policies and procedures.
• Registers, administers and updates all customer information, contracts, requests, order data, complaints and/or signals in the relevant systems.
• Logs and resolves all customer problems/requests within prescribed timescales to maintain customer confidence, if possible, by actively solving problems/complaints.
• Provides support to customers on the most common standard problems, questions, complaints, etc.,
• 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.
• Signals bottlenecks in (work) processes, procedures and/or systems and contribute to the change / optimization of the department.
• Communicates with clients and informing them about solutions to problems / complaints. Explains options on alternative products. Informs managers on complex problems / complaints.
• Handles daily delivery scheduling for outbound transport by coordinating with warehousing department and arranging delivery truck with trucking service provider.