Customer Service Representative of Employee

Job Description

JOB PURPOSE
Monitors and controls the order entry, transportation and distribution of products necessary to meet business needs whilst maximizing efficiency and minimizing costs. Maintains an ongoing relationship with customers and the total internal organization. Provide daily support to customers, distributors and (Area) Sales Managers. Uses knowledge of products, product availability, sales territories, and individual customers, to provide a key communication link to the customer. Managing the administration and day-to-day logistics, evaluating different transport options, analyzing the optimal number of trucks / containers needed to transport product shipments based on the required schedule, and reviewing and improving processes and procedures relating to product distribution, cargo composition and storage. Also the follow up on orders if changes are made by the customer(s) or due to changes in production/ availability of the product. Knowledge of export, making (export) documents and having contact with export authorities.

RESPONSIBILITIES
Customer Service
Collaborate, coordinate and follow-up with other departments in Tanatex to ensure a timely and satisfactory response to the customer c.q. Area Sales.

Customer Relationship Development
Develop and implement a customer contact plan to communicate product changes or issues. Act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Relationship Management (CRM) Data
Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Also give support to the Area Sales Managers concerning the use of the CRM system.

Operational Compliance
Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Order entry
Correctly enter customer orders into the SAP system.

Transport
Schedule and supervise the transportation of goods and supplies following established procedures to ensure on-time delivery of goods and supplies. Also the follow up on orders if changes are made by the customer(s) or due to changes in production / availability of the product.

Outgoing goods
Complete packaging tasks and develop an understanding of packaging needs and ideas for improvements. Knowledge and checking of Incoterm, BOL (bill of lading), LC (letter of credit) and more.

Document Preparation
Prepare moderately complex documents using a variety of computer applications such as SAP, Stratech and Customs site. Responsible for gathering and summarizing data for reports, making all relevant documents from order confirmation to export documents. Also responsible for gathering and summarizing data from the CRM system for reports to support the Area Sales Manager.

Quality, Health, Environment and Safety
Follow the organization's QHES policies, procedures and mandatory instructions; to identify and mitigate risks, and to safeguard the environment and the wellbeing of oneself and others.

Information and Business Advice
Resolve complex queries from internal or external customers or suppliers by providing information on policies and / or procedures, referring the most complex issues to others.

Data Management
Use data management systems to access specific information as and when required.

BEHAVIORAL COMPETENCIES
Communicates effectively Optimizes work processes Ensures accountability Collaborates Plans and Aligns Customer focus Result driven

SKILLS
Verbal Communication Presentation skills

EDUCATION
General Education
High School / FE College (2 A Levels)

EXPERIENCE
General Experience
Experienced practitioner able to work unsupervised (minimum of 1 year).

Additional Experience
Excellent command of Dutch, English & German. Acting and thinking on a secondary vocational level, Supply Chain, Administration or Logistics Management, knowledge of Global express and LTL, FTL, air and ocean market, transportation & customs documents, knowledge of SAP SD & MM, customs regulations.

SUPPLEMENTAL TASKS*
Declarant
Handle customs formalities on behalf of the organization. The main concern is that customs legislation is correctly applied, for example, that there are permits to import certain products and that any import duties and excise duties have been paid.

Safety officer
Responsible for the safe storage and handling of substances. Analyzes the risks to which the workers are exposed and ensures that the correct measures are taken to ensure that the storage and transport of the substances is as safe as possible.

IATA officer
As a shipper be qualified to transport dangerous goods by air. According to the law the organization must have several shippers with a certification.

ADR officer
Interprets the rules for the transport, by road (European), of dangerous goods. Knowns the following criteria: The classification of dangerous goods, the conditions of carriage, the requirements for tanks and packaging and the Shipping, Labeling and Documentation Procedures.

IMDG officer
Interprets the rules for the transport, by sea, of dangerous goods. Handling according to the guidelines of the IMDG contains all (sea) transport regulations with regard to the maritime transport of dangerous goods in packaged form, in tanks and tank-containers.

Key-user
Will be the first point of contact for the department on SAP topics. If there are problems/questions this person will be the liaison between the department and the SCC. Also be involved in looking for improvements to the TTX SAP system, self or with input from the department. To play a role in implementing new features within SAP and do some hands-on work. This role is estimated to be max. 2 hours per week. It can be, due to implementation of new features, that it is more, but estimation of 104 hour per year would seize the aggregated time.

Work in Netherlands

Employment Options

Base Salary

52,000 EUR

Professional Experience

Skills

• Dutch Speaker