Based at our client’s European HQ in Zoetermeer, you will be the key contact person at their Customer Success Department for European customers. You will be a key contact person within the Application Specialist team for our German speaking customers. You will work closely together with the Application Specialist colleagues and Customer Success Agents within the team but also with Sales and Software Engineers. You report in this position to the Customer Success Team Leader.
As an Application Specialist, you are the “go-to person” for providing technical assistance related to hardware, Cloud-based solutions and PC software. You are responding to incoming technical queries and addressing system/user issues in a timely and professional manner. Understanding and identifying bugs as well as identifying customer feature requires. You are doing this while working closely with our developers and engineers. Having the ability to troubleshoot customer problems, and innate follow-up and follow-through skills are all essential aspects of the Application specialist day-to-day role.
You have a methodical approach, strong communication skills and thrive in an entrepreneurial environment. Finding opportunities for further improvement is your second nature.
Main Tasks
- Answering more complex technical queries from potential and existing customers, resellers, distributors etc. and facilitating transferal of calls where necessary/applicable
- Providing installation, implementation and usage assistance, as well as an onboarding service
- Assisting Customer Success Agents with live technical queries
- Identify and document irregular system behaviors to developers/engineers (bug reports etc.)
- Identify and document feature requests to developers/engineers to improve current and new products.
- Assisting other departments in matters of product usage, technical queries from external partners, trainings etc.
- Participating in internal trainings and the training of new staff members
- Aiding in company-wide tasks and projects (such as translations, investigations etc.)
- Evaluate and process customer feedback for proactive enhancements or additions to our current assortment
- Contributing to the general success of the company by engaging in improvements
Requirements
- Has or acts on bachelor’s degree level
- Native German speaking, fluent English, Dutch is a plus
- A technical, logical thought process – analytical
- Strong IT-skills and affinity
- A keen eye for detail
- Capable of working alone as well as in a team; pro-active attitude
- Eagerness to learn about the company’s products and their capabilities.
- Great interpersonal and relationship-building skills.
- Customer service/B2B sales experience and a customer-centric attitude are beneficial
- Perseverance; Results & process oriented
As a Customer Success Agent, you are the “voice” and first point of contact for the company. Your duties include, but are not limited to, handling reactive incoming communications, while also proactively contributing to improve company and personal efficiency and customer satisfaction. You are also responsible for maintaining an expert knowledge about our company products and services, while providing vital insights of customer needs back into the company.
Main Tasks:
As a Customer Success Agent you are responsible for engaging and retaining a profitable relationship with the customers by:
- Answering incoming calls from potential and existing customers, resellers, distributors etc. and facilitating transferal of calls where necessary/applicable
- Processing incoming cases (emails, web2case or manually created)
- Liaise new account creation and updating customer master data
- Provide pre-sales advice for new purchase inquiries
- Provide quotations, order status updates and post-sales administration (invoices, delivery notes etc.)
- Allowing customers to be self-sufficient by providing access to and maintaining support centers and step-by-step guides
- Analyze customer enquiries and provide basic troubleshooting, where possible, and if necessary, involve the Application Specialists
- Guiding customers through the return/repair process, while cooperating with our Repair department to ensure fluid communication
- Contributing to the general success of the company by engaging in internal improvement projects/meetings
- Evaluate and process customer feedback for proactive enhancements or additions to our current assortment
- Aiding in company-wide tasks or projects (such as translations, investigations etc.)
Requirements:
- Eagerness to learn about the company’s products and their specifications.
- Great interpersonal and relationship-building skills.
- Capable of working well alone as well as in a team
- Able to work under limited supervision with integrity, autonomy, initiative and independent judgment
- Customer service experience and a service-oriented attitude
- Some B2B sales experience is beneficial
- HBO level of education
- Native German (or near), business fluent English. A 3rd language would be a plus.
For one of our international clients in the Utrecht area, we are looking for a fluent German speaking Customer Service Associate.
The Customer Service Associate is responsible for providing exceptional customer service to our client’s international distributors and customers. You will interact daily with important customers, therefore it is important to represent the company and the customer service philosophy with the utmost integrity.
Main Tasks
- Responsible for accurately and timeously informing clients regarding products and sales promotions.
- Responsible for smooth and accurate processing of customer orders and handling of international queries.
- Interacting internally mainly with Customer Support and Sales Department and assisting regarding sales/order requests.
- Responsible for handling invoicing queries and ensure mistakes/amendments are made efficiently.
- Responsible for supporting Sales Reps in upselling new products in a proactive manner.
- Integrate with other departments to ensure that customer’s service requests are processed in a timely and efficient manner.
- Complies with company policies and procedures.
- Performs other responsibilities/duties that may be assigned.
Requirements
- 2-3 years experience in customer service and/or customer account management
- Must be native or very fluent in German
- Good communication skills in English
- Excellent phone voice and skills
- Reliable, self-motivated and pro-active in finding solutions
- Independent and responsible worker
- Flexible (in working hours and jobs that are assigned)
- Ability to operate computer systems with accuracy and efficiency (Excel, CRM, Oracle etc.)
- Stress resistant and ability to prioritize
- Accurate and clear in your work ethic
- Excellent team player
The Customer Care Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about products or services. They may promote and sell our company’s products or services as well as investigate and resolve customer complaints. A key area of focus is to develop strong business relationships.
As a Customer Care Coordinator, you start with an extensive introduction process. You are the central point of contact for customers within a particular business unit and will take care of all daily operational tasks for order and quote handling and follow up till arrival to the customer. The position requires significant day to day contact with customers as well as with internal employees in the sales, materials management, quality, product management, manufacturing, and finance departments.
Main Tasks
- Daily external and internal communication with your counterparts, on the ongoing inquiries.
- Achieving KPI targets which are related to Business Unit requirements, Customer Satisfaction and Continuous improvement.
- Managing order portfolio and coordinating with internal stakeholders.
- Act on escalations, focus on open orders and upcoming demands.
- Drive customer satisfaction by interacting with your internal and external customers.
- Support the execution of improvement actions based on customer feedback and business requirements.
- Proactively inform the customer on the delayed shipments, and work on solutions preventing shortages at customer side.
Requirements
- Time management, prioritization, and organizational skills.
- Flexibility to adapt to changing priorities and business conditions.
- A good team player with the ability to work independently as well.
- Basic knowledge of MS Excel, Word, and other Microsoft applications
- Excellent written and spoken English is mandatory, other languages a bonus.
The Order Management Specialist is the internal point of contact for customers and works closely with Sales Force, Finance, Purchasing and Supply Chain departments, building and maintaining professional relationships with our customers. He/she manages the customer order in such a way that an optimal balance between customer requirements and the company’s capabilities can be achieved.
The target is to ensure outstanding service standards and maintain high customer satisfaction.
Responsibilities/Tasks
- Overall responsibility for processing and tracking of customer orders, including relevant purchase orders
- Responsible for LLE (Long term supplier declaration)
- Manage administration of stock agreements (levels in system are set by planning)
- Maintain sustainable relationships of trust through open and interactive communication with other departments, Sales Reps as well as with Customers
- Manage the assigned orders End to End with little support & guidance from Team Leader
- Provide accurate, valid and complete information according to agreed CS – standards.
- Identify and assess customers’ needs and deadlines to achieve satisfaction
- Maintain product as well as industry knowledge
- Follow company policies, Order Management – procedures and work instructions
- Take part in action plans & strategic plans
- Monitor forecasts & demands and report changes to Purchasing/Planning
- Ability to calculate Stock Agreement Levels and Replenishment with support from Purchasing
- Responsible for all complaints of administrative nature (Wrong pricing, wrong slit width, wrong material supplied, …)
Requirements
- Successfully completed development tracker
- Ability to work independently
- Ability to multi-task, prioritise, and manage time efficiently
- Excellent administrative skills
- Excellent communication skills, both verbal and written
- Good English and German language skills.
- Customer focused/service minded
- Proactive and hands on
- Approachable
- Stress resistance
- Familiar with quality policy according to the ISO 9000-2000 standard.
Our client is an internationally operating company in the field of logistics and transportation in the Venray area. The customer service representative will be the first point of contact for the customer to support them and add value to their customers’ experience.
Main Tasks
- You take care of the daily incoming orders and calls and register all these contact moments in the CRM system.
- You act on customer complaints and follow up actively and accurately with a problem-solving mindset and follow up with the customer on a resolution.
- You serve as the primary contact for customers for product and sales information; liaise with various internal departments on stock and financial issues.
- Actively call customers on overdue invoices and work on a solution to collect the overdues.
- You will operate with your team in a small business unit way of working; in line with the company’s values and strategy.
- Some more generic office tasks will be involved as well
- Will participate or lead improvement activities which will impact the customer and drive efficiency.
Requirements
- MBO/HBO education (obtained through education or through work experience)
- 2-3 years of work experience in a similar role (preferably B2B experience)
- German is your first language; fluent English skills
- Strong problem solving and anticipation skills
- Well-organised and good prioritizing tasks
- Multitasking and flexible; stress-resistant and comfortable in dynamic and fast-paced environment
- Strong team player
- Decisive and a pro-active personality
- Available full time (working hours between 8.00 am and 6.00 pm)
- Excellent MSOffice, Excel and Outlook skills and experience with ERP
Main Tasks
A Sales Coordinator primarily assists the sales team, coordinating sales-related activities and focusing mostly on managing schedules and the distribution of any sales documentation. Responsible for receiving, handling and processing sales & purchase orders. Responsible for monitoring sales and chasing for business. To perform any other related duties as per request.
- Keep regular contact with customers and suppliers by telephone and email in a supporting way for the Account/Product Manager
- Draw up and follow up quotations, calculate prices when Account/Product Manager is out of the office
- Receive, check and follow up of Sales and Purchase orders
- Assist / monitoring with planning of stock
- To send and follow up on samples
- Receive, rectify and follow up and reporting of Non-Conformances and complaints
- Prepare, execute and follow up market research and reporting
- To run stocks/ planning in Excel spreadsheet
- To liaise with other departments in order to fulfil customers/suppliers’ requirements.
Requirements
- Fluent in English (verbally and in written) and (near) native level of German
- HBO level education or similar work experience
- Excellent communication and interpersonal skills.
- A commercial mindset.
- Must be able to work using their own initiative and to take ownership for co-coordinating tasks/resolutions and seeing it through to execution.
- Customer focus and good team working skills.
