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Senior Customer Services Representative
3 months ago
About the role
As senior CSR you will be the main point of contact for a portfolio of external customers, and be the interface with internal stakeholders:
ensuring effective demand management to guarantee customer satisfaction pro-active and ensure good quality relationships with customers, contributing to the Company’s image in the eye of the customers and their loyalty towards our brand work in tight and regular interaction with key internal stakeholders (central & local supply chain teams, KAM representatives, plant & manufacturing managers) confident in the application of the decisions, procedures, and guidance
Key responsibilities
Customer Liaison: Act as the primary contact for customers, maintaining strong relationships, and ensuring timely resolution of inquiries and concerns. Interface between Eviosys plants, Key Account Managers (KAM), and customers. Demand & Supply Management: Manage daily and weekly customer forecasts, create and oversee orders in the JDE ERP system, and coordinate with the planning team. Maintain pricing models, oversee customer inventories, and handle export documentation. Streamline transactional flows and optimize transport costs. Issue Resolution & Communication: Promptly resolve customer issues, maintain clear communication channels, and address feedback to improve product quality and service. Collaboration & Data Integrity: Work with internal teams (Commercial, Production, Quality Assurance) to ensure seamless order fulfillment. Maintain system data integrity and ensure consistent use of Company’s systems as per regional guidelines. Pricing & Inventory Management: Maintain pricing models within the ERP system and manage the Art & Repro process, coordinating with customers, sales, and internal/external repro departments. Oversee contracts, markets, and specific customer inventories such as consignment stocks and contractual safety stocks. Logistics & Documentation: Manage supply to distribution warehouses, ensuring timely delivery to customers (On Time In Full - OTIF), and handle export documentation for inbound and outbound flows. Establish and formalize customer transactional flows, contributing to their simplification through order automation and standard data/format sharing. Optimize transport costs by targeting full truckloads where possible. Customer Issue Resolution: Promptly identify and resolve customer issues, working collaboratively with internal teams to ensure customer needs are met. Maintain clear and effective communication with customers through telephone, email, and other channels. Address customer feedback and relay relevant information to improve product quality and service.
Key Skills
Experience in Sales Administration and/or Sales Assistant roles Background in IT systems (ERP systems, forecasting systems, Office packages) - JDE ERP knowledge will be appreciated Sound inter-personal communication skills and relationships Autonomy and Pro-active mindset, ability to seek actively for information, and good initiative spirit Good organisation skills for day-to-day work efficiency Ability to adapt to a fast moving environment and pick-up positively new incoming challenges Ability to work in organised structures, and within defined standard processes & business rules to be adhered to Continuous improvement mind-set, and creative thinking Teamwork, positive spirit including at periods of higher activity, stress or pressure, respect for people Languages: fluent in English. Italian, German, Polish would be a plus