Position
In this versatile position you will be the first point of contact for our Customer Service staff and ensure a smooth sales process for all our (international) customers. This means that you ensure that the entire process; from creating new customers, processing orders, following up complaints, solving problems, to invoicing and payments, runs smoothly and hassle-free. You also play an important role in helping to develop and manage the automatic processing of customer orders and the further development of management information towards both our international agents and the internal organization.
You will take care of organizing, directing and where necessary, executing the daily Customer Service tasks, handling special situations and complaints and further improving our services. In this role you have a coordinating function towards your colleagues in the Customer Service department.
What are you doing?
Order 2 Cash process
Your primary responsibility is to further improve/optimize the processes within our organization and our system Oracle Netsuite.
- Correct and complete creation of new agents/customers.
- Training new customers in Venson Online.
- Process, validate and follow up on sales orders.
- Identify and where possible resolve issues concerning the O2C process.
- Further help automate & optimize the entire O2C process.
Replenishment & Analysis
Once the O2C process is as flawless as possible, you can expand further and take care of:
- Continued development of the CRM module in NetSuite.
- Helping connect customers' POS system to NetSuite.
- Processing resale figures and initiating replenishment orders based on them.
- Advise on collections in terms of standards in both depth and breadth.
- Develop agent dashboard and other management information regarding sales developments and data.
You take care of handling (special) complaints, by:
- receiving and investigating complaints;
- Making proposals for the resolution of complaints;
- Identifying frequently asked questions and taking preventive measures in response;
- Plotting and possibly resolving all non-regular transactions.
Customer Service
- You are the point of contact for the employees of the Customer Service Department (1.5 FTE):
- You will coordinate work in the Customer Service department (phone/email, order administration, returns and repairs, project coordination & business support),
- You will support the team with all executive work in the department,
- You ensure the quality delivered by the employees of the department,
- You will ensure the correct execution of Customer Service tasks (phone/email, order administration, returns & repairs , project coordination & business support).
Other
- Ensures the further development of services, by:
- Advising on business operations, quality, effectiveness and efficiency,
- Analyzing existing practices and making improvement proposals,
- Initiating measures to improve work processes,
- monitoring the quality of services and performance provided,
- Deliver reports and take care of performing audits,
What characterizes you?
- Education level
- HBO (work & thinking level)
- Good command of Dutch and English in word and writing. Good command of the German language is an advantage.
Work Experience
- Minimum 3 years experience in service related logistics position within an international organization.
- Extensive experience in Customer Service & after sales both B2B and B2C
Personal qualities
- Communicatively strong
- Commercial
- Enthusiastic decisive self-starter
- Team Player
- Analytical ability
- Service and customer-oriented
- Flexible attitude
- Problem solving ability
- Project management skills
We offer you
- An attractive salary of between €3,500 and €4,000 depending on your work experience and level of education;
- One-year contract with the prospect of permanent employment;
- 25 vacation days (based on 40 hours per week);
- Collective pension plan
- Travel reimbursement
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