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Snr Customer Care/returns Administrator

2 weeks ago

Motherwell, United Kingdom Resideo Full time

We are currently looking for a German Speaking Sr Customer Care/Returns Administrator The role is based in our Motherwell office working in a hybrid model.

**JOB DUTIES**:

- Managing the relationship with Customers on a day-to-day basis in an appropriate & professional manner.
- Provide and process information and feedback in response to orders, inquiries, concerns, and requests about deliveries, services and returns.
- Interface with supply locations and distribution centers and retain supply and delivery updates to provide feedback to customer
- Take individual responsibilities for a dedicated number of OEM accounts.
- Take ownership to ensure customers always receive a high level of service.
- Receive, validate, and book OEM orders in line with customer agreements.
- Handle, investigate and resolve any customer complaints with regards to failures within the order fulfilment process.
- Ensure adherence to all Customer Care and Returns related processes.
- To execute the day-to-day administration of the Customer Returns process and associated customer credits
- Direct requests and unresolved issues to internal departments/stakeholders and follow up until resolved.
- Follow up customer orders with internal functions on time and update customers regularly and proactively.
- Follow up on customer interaction, providing timely and meaningful feedback
- Support other administrative roles when required/requested
- Support projects and process improvements to increase customer experience and productivity.
- Assess supply shortages of customer orders and feedback/escalate to Factory Planner.
- Own the stock allocation for strategic customers and communicate with key stakeholders in case of product shortages
- Participate regular meetings with suppliers on item flows (Past Due review, escalations, exceptional demand, order outlook, etc.) and determine actions to correctively solve any issues. Partner with appropriate team members to execute the recommendations.
- Plan and execute express shipments

**YOU MUST HAVE**:

- Fluent in German (written and verbal)
- Minimum 2 years Customer service experience (face to face or telephone)
- High school diploma, general education degree or equivalent
- Think Ahead, Be Proactive and Take Ownership
- Managing Pressure Effectively
- Comfortable multi taking in a face paced environment
- Customer centric with a can-do attitude
- Attention to detail and accuracy

**WE VALUE**:

- Team minded
- Self-motivated
- SAP and Salesforce knowledge an advantage

**WHAT'S IN IT FOR YOU**
- Opportunity to work for a global business
- Hybrid working model
- Dynamic work environment

LI-BDJ

LI-HYBRID

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.