Service Operations Associate

3 weeks ago


Chester, Cheshire, United Kingdom Undisclosed Full time

Customer Service Associate (Dutch speaking)

Contract Position

Remote/Hybrid Work Option

Compensation: £15/hour

Position Overview

The Customer Service Associate plays a crucial role in ensuring customer satisfaction and efficient order management. This position involves:

  • Policy Compliance: Understanding and adhering to policies related to order management and customer inquiries, ensuring compliance with Global Distribution Practices (GDP).
  • Order Processing: Receiving and accurately entering customer orders into the SAP system, following established business rules for validation.
  • Quality Communication: Informing customers regarding any quality concerns, product recalls, or order holds.
  • Backorder Management: Handling backorders and returns, including system entry, obtaining necessary approvals, and communicating decisions to customers.
  • Order Monitoring: Keeping track of all open orders until they are fulfilled and addressing any exceptions that arise.
  • Documentation: Archiving all relevant order and delivery documents for future reference.
  • Customer Interaction: Responding to customer inquiries via phone, email, and fax, and documenting interactions in the call tracking tool.
  • Inquiry Routing: Directing inquiries to appropriate departments within the organization.
  • Complaint Resolution: Managing routine customer complaints and disputes, resolving issues, and escalating as necessary.
  • Root Cause Analysis: Identifying underlying issues and communicating outcomes to customers.
  • Internal Support: Addressing internal ad-hoc inquiries effectively.
  • Collaboration: Working with BFS in-markets teams to understand order requirements for new product launches and special orders.
  • Audit Support: Assisting with both internal and external audits as required.


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