Description:
As a Customer Service Representative at Bobcat, you will be a part of an international Customer Service team, liaising with our customers (Bobcat distributors) in assigned countries across EMEA region. In this role, you will provide administrative sales and customer care support to a Distributor Network of 15-20, mixed size Dealerships, as the single point of contact for the Dealers commercial queries, requests, issues, claims etc.
This is a hybrid role based out of our Halle offices, initially on a fixed term contract basis (up to 2 years), with possible conversion to a permanent contract.
We are looking for someone who will:
1. Manage customer queries coming in through multiple channels (email, phone, salesforce), paying particular attention to urgency & responsiveness to all queries.
2. Implement best practice Customer Service in alignment with business requirements and corporate standards.
3. Contribute to the maintenance of key performance indicators and metrics and escalate issues which impact and impede Customer Service performance
4. Manage end-to-end order fulfilment process using ERP system, in line with customer requirements and business policies, ensuring proper management of the order book
5. Strive for continuous improvement of customer service performance, promoting customer awareness among the teams
6. Establish and maintain excellent working relationships with the Field Sales teams to facilitate improved communication and customer service.
7. Actively participate in Sales & Dealer Meetings to promote increased understanding of Doosan’s Customer & Marketplace
8. Lease with relevant internal teams and stakeholders, support team members when required
What sets you apart
9. Relevant experience in a customer service role is essential
10. Fluent Spanish and English is mandatory
11. Experience in dealing with multi location teams is an advantage
12. Proficiency with MS office tools, experience with ERP systems and Salesforce is an advantage