Overview The Customer Service Representative handles advisory and commercial customer requests both reactively and proactively and in line with the relevant guidelines. He / she ensures adequate and reliable customer administration in order to contribute to customer satisfaction and realization of the commercial targets of the OpCo. The main function of the department is to handle orders and to provide coordination with customers about products delivery options and complaints. The client base may include a variety of customers from independent clients as distributors to individual farmers and customers covered by a key account. The product portfolio, the number of different products / formulations, and the geographical scope (countries / regions served) of the OpCo define the complexity of the role. At level IV and V the role may include team leader / supervisory responsibilities for levels below planning, coordinating and supervising the activities in the Customer Services team in order to plan and realise the day-to-day activities and optimal work distribution within the team.
Responsibilities Sales and Sales Support – Supports and initiates follow-up actions by contacting customers (first and second line) and inform them about products to contribute to the realization of effective customer communication.
Order processing and data management – Handles incoming orders to realize timely and proper delivery, monitors replenishing and entering order data into automated systems for further processing, tracking, identifying problems, and ensuring timely and correct delivery of relevant information to administration, purchasing and forwarding.
Updates product data in relevant systems giving up-to-date insight in products, prices and other relevant information including processing of price indexations and adjustments and the introduction of new products in the system, possibly adding to customer assortment.
Customer relationship management – Manages records and handles all customer requests and incoming orders in line with company policies and procedures to effectively and timely deal with all customer encounters.
Registers, administers and updates all customer information, contracts, requests, order data, complaints and / or signals in the relevant systems to provide timely, accurate and complete insight and ensure correct processing.
Customer satisfaction – Logs and resolves all customer problems / requests within prescribed timescales to maintain customer confidence; provides support on standard problems, questions and complaints to resolve issues and appease customers. Escalates complex problems / complaints as needed and monitors progress.
Monitors progress of delegated or escalated problems / complaints and keeps the customer informed about status and recording in the system.
Continuous improvement – Signals bottlenecks in work processes, procedures and / or systems and contributes to change / optimization of the department.
Communication / coordination – Communicates with clients about solutions to problems / complaints and informs managers on complex problems. May plan, coordinate and supervise activities of the Customer Services team to realize day-to-day activities and optimal work distribution.
Our organisation Trouw Nutrition is the global leader in innovative feed specialties premixes and nutritional services for the animal nutrition industry. Trouw Nutrition provides species-specific nutritional solutions consisting of feed concepts, products and nutritional know-how. The unique combination of products, models and services Trouw Nutrition offers boosts productivity and supports animal health through all life stages contributing to our customers peace of mind. Trouw Nutrition's nutrition solutions have met the need of farmers and home-mixers, feed producers, integrators and distributors. Trouw Nutrition has locations in 25 countries and around 5000 employees. Our mission is Feeding the Future.
Equal Opportunity Employer Trouw Nutrition is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital or parental or military status or any other status protected by applicable local law. Please advise us at any point during the recruitment and selection process if you require accommodation. Trouw Nutrition is committed to compliance with all applicable legislation including providing accommodation for applicants with disabilities.
Required Experience Unclear Seniority
Key Skills Typing
Data Entry
Customer Service
Basic Math
Computer Skills
Windows
Banking
Upselling
Pricing
Sanitation
Cash Handling
Stocking
Employment Type : Full-Time
Experience : years
Vacancy : 1
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