Summary
: As Customer Operations Specialist (f/m/d) at em-tec you will be the first point of contact for all our customer inquiries regarding our products and services. Customer centricity and satisfaction are therefore your top priorities. Your role is to ensure a positive and efficient customer experience by responding to questions, resolving issues, and addressing concerns internally and externally. You will be the primarily responsible for managing order processing and maintaining customer relationships.
Essential Duties and Responsibilities:
Order Management:
1. Drive the entire order process from quotation to invoicing as the main person responsible
2. Create order, shipment and invoice documents within our ERP system, ensuring that all actions are properly documented and aligned
3. Create customer-specific offers in collaboration with the respective Sales Manager
4. Prepare necessary export documents for international shipments and track them until they arrive at their foreseen destination
5. Actively manage larger frame orders, with a focus on both shipped and outstanding demand
Customer Relationship Management:
6. Build and develop collaborative relationships with our customers by providing high-level customer service
7. Respond to allcustomer inquiries via phone or e-mail in time and address them internally if not solved directly. Follow up regularly until the issue is resolved, always keeping, always having customer satisfaction in mind
8. Develop knowledge about our customers and their markets creating valuable insight supporting our Sales Representatives
9. Anticipate our customers stock level working with a consultant approach to ensure continous supply chains
10. Manage and maintain our customer and sales data within our CRM system
Data Quality and Compliance:
11. Act as quality control for all data within our ERP and CRM Tool, addressing non-conformities to the managers responsible making sure all data is always correct and up to data
12. Ensure all sales related activities performed are compliant with the applicable Quality Management System (ISO 13485) and its regulations
13. Be responsible for ensuring personal and company compliance with all Federal, State, local and company regulations, policies, and procedures
Qualifications/Requirements:
14. Bachelors Degree is a requirement
15. Minimum 3 years experience in Customer Service activities
16. Solid knowledge of CRM tools, preferably Salesforce
17. Strong affinity for technology and learning new systems - profound knowledge of Enterprise Resource Planning (ERP) systems and/or reporting tools is a plus
18. Aptitude for dealing with people in a customer-oriented and international environment
19. Advanced profiency in MS Excel, good knowledge of MS office
20. Fluency in English is essential
Personal Attributes:
21. Customer and service oriented
22. Commercially mindset with a strong sense for potential sales opportunities
23. Excellent communication skills, social and a team player
24. Self-organized with the ability to think beyond
25. Flexible, change embracing
26. High level of accuracy and attention to detail
27. Strong ability to organize and prioritize tasks in a dynamic, fast paced environment
28. Confident in handling ad-hoc issues while maintaining structure and focus
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