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THE ROLE
The Customer Service Representative is responsible for the administrative and operational management of customer orders, ensuring efficient service, smooth coordination with internal departments, and overall customer satisfaction. This is a full-time position, Monday to Friday, based in the Alcala de Henares office.
Key Responsibilities :
* Receive and process customer orders in SAP, ensuring accurate transmission to production or warehouse to meet agreed deadlines, while resolving any issues in coordination with technical, finance, operations, warehouse, and transport departments.
* Prepare and send required customer documentation (certificates, delivery notes, invoices, safety data sheets, etc.).
* Monitor customer orders throughout all stages (color center, production, warehouse, and transport) to ensure effective and timely delivery.
* Control and plan customer deliveries to optimize logistics and detect potential sales losses.
* Carry out proactive sales activities with customers to drive revenue growth.
* Manage the collection of returnable empty containers, ensuring rotation and availability at the plant for continued supply.
* Oversee customer stock deposits, including planning and controlling shipments and handling monthly consumption invoicing.
* Handle product returns: create return orders in SAP, notify the warehouse for collection, and archive documentation for tracking purposes.
* Process debit and credit notes as part of customer account management.
* Register customer complaints through the ETQ system and coordinate follow-up actions.
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THE PROFILE
* Education in Administration, International Trade, Logistics, or a related field.
* Previous experience in administration or customer service (preferably in logistics or industrial environments).
* Strong command of English and French (spoken and written).
* Ideally a good level of Dutch (not required but preferable)
* Proficient in Microsoft Office Suite, with solid knowledge of Excel.
* Previous experience with SAP or other ERPs is highly desirable.
* Strong communication skills, customer-oriented mindset, and ability to resolve issues effectively.
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