Customer Support Representative FR at tesa · Alfortvil…

Do you enjoy working with customers, solving problems, and keeping things running smoothly behind the scenes? We’re looking for a Customer Support Representative who is passionate about delivering excellent service and creating great customer experience every day.

Purpose of the position:

The Customer Support Representative is striving for excellent customer satisfaction. This role is the first point of contact for our customers, handling the order-to-invoice cycle, and answers all incoming inquiries including customer complaints. Ensure a successful service by partnering up and coordinating with internal departments.

Position content:

• Perform order fulfilment activities in compliance with services levels according to the customer segmentation (Operational Service Packages) of assigned customers
• Handle daily activities and communication in the order to invoice cycle, including digital and manual order processing, backorder management.

· Monitor SAP order to fulfillment pipeline (blocked/open orders) on a daily basis

· Handle and follow up on customer claims including creation of credit/debit notes, returns and replacements, and other tasks ad hoc tasks

• Process general customer inquiries via phone and e-mail regarding company, products, prices, and delivery fulfillment
• Maintain information on customer platforms (for order to invoice) when required
• Collect, document and lead internal optimization activities to improve customer scorecards and ensure customer excellence
• Collaborate with cross-functional teams, including supply chain, and finance, to ensure smooth order processing and timely delivery
• Actively generate and implement ideas for internal process optimization and towards the customers (First Time Right Methodology)
• Constantly adopt the change in new processes, new tools, new ways of working overall with AI roll out.
• Constantly analyse and support efficiency optimization to improve KPIs.

Scope: Local

Budget responsibility: No

Leadership: No

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Capabilities:

• University degree or equivalent knowledge in the field of Business Administration, Supply Chain Management (SCM)
• Very good written and spoken English / Dutch skills (B2 level or higher)
• One or more local languages required in the assigned geography
• 2+ years of relevant professional experience in an international, matrix-organized company
• Experience in Customer Service/other direct customer facing roles is a plus
• Ideally good SAP SD skills including EDI as well as CRM (MS Dynamics)
• Strong service and excellent customer-oriented communication and problem-solving skills
• Enjoying a variety of administrative tasks
• Flexible, self-organized and able to work under pressure
• Team player with a reliable and structured working style
• Comfortable working in a changing, dynamic environment
• High digital affinity and passion for working with digitized systems and processes