CUSTOMER SERVICE REPRESENTATIVE

Job Description

In billions of syringes and in every second car worldwide, Datwyler components make an important contribution to the safety of patients and drivers. The high-tech company focuses on high-quality, system-critical elastomer components and holds leading positions in attractive global markets such as healthcare, mobility, connectivity, general industry and food & beverage. With over 25 production sites on four continents, sales in more than 100 countries and over 8,000 employees, the company, headquartered in Switzerland, generates annual sales of more than CHF 1,000 million.

Our employees are the heart of Datwyler - we treat each other with respect, trust and appreciation. We have strong roots and values that have been well established in our 100-year corporate history. Become part of our great team as a...

Goal:-

This position is responsible to help customers with complaints and questions to assigned customers. Give customers information about products and services, take orders, and process returns. By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales.

Responsibilities:-

- Taking care all customer order requirement right from receiving order till delivery and payment receipt. It include
- Sales order booking in SAP ( PRD/S4) against customer purchase order
- Check customer PO for all the terms and conditions
- Check product related material classification
- Check confirmation from Plant planning and shipping and provide order confirmation to customer
- Track booked sales orders from booking to delivery to customer and till payment receipt if any overdue
- Raise request to master data team for new material code requirement
- Create customer mater in system
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Enable effective communications between Sales, Global Master Data team, Demand and Forecast team, Finance and Plant team to ensure to fulfil customer demand
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Providing feedback on the efficiency of the customer service process.
- Managing a team of junior customer service representatives.
- Ensure customer satisfaction and provide professional customer support.
- Ensure to generate and provide documentation to operation team related to produce any new / change requirement of product;
- Prepare status and performance reports, and resolve production issues and update information time to time to management team ;
- Follow and ensure work as per defined Work Instructions and Standard Operating Procedures;
- Maintain a clean work place in accordance with 5S protocol;
- Support for c ost saving ideas.

Profile:-

- Qualification level : Diploma / Graduate / Professional /MBA
- 5-10 years experience in planning department
- Ability to stay calm when customers are stressed or upset.
- Comfortable using computers.
- Experience working with customer support
- Work experience with SAP ;
- Participates in problem resolution activities, when required, to insure timely deliveries to / from global locations to customers
- Support new / change in product start up by ensuring timely setup of production specs and flow, including all relevant collaterals required for production startup
- Perform adhoc analysis to ensure no disruption of the fulfilment of committed delivery

Initiative and Responsibility:-

Acts on instructed & own initiative. Makes things happen & ensure responsibility for the results.

Effective Communication:-

Communicates in a clear, precise and structured way. Speaks with authority and conviction. Presents effectively.

Be yourself at Datwyler

We are convinced that people make the difference. At Datwyler, you will experience diversity and a wide range of career opportunities that only an international company can provide. Together, we are increasing our agility, accelerating digitalization and fostering sustainability. For motivated and talented employees, we offer interesting development opportunities with training and assignments in a global environment. With us, you can contribute with all of your creativity and all your ideas.

www.datwyler.com