STRATA AFM Customer Services Representative

　　Last Updated Date: Jan 31, 2024

　　Location:

　　DE

　　Company: Doosan Bobcat EMEA (Germany)

　　Job Information

　　Position Summary: 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. Good Customer Service aptitude is essential for this position as well as the ability to work cohesively in a team driven by process & performance improvement metrics. Primary Order Management experience on a comprehensive ERP system (e.g. ORACLE/SAP) also essential for this role

　　Role & Responsibility

　　Customer Service:

　　Manage all Customers assigned in a courteous and professional manner, paying particular attention to urgency & responsiveness on all customer queries and issues. Implement best practice Customer Service in alignment with business requirements and Doosan standards.

　　Contribute to the maintenance of key performance indicators and metrics. Agree and meet improvement targets. Escalate issues which impact and impede Customer Service performance and work towards solutions where possible

　　Ensure open order book is proactively managed, in terms of customer and business requirements. Manage the order fulfilment process, end-to-end in line with customer requirements and business policies. Manage/coordinate the response to all post sales customer queries. Escalate issues and bottlenecks in the order fulfilment process where appropriate.

　　Strive for continuous improvement of customer service performance/satisfaction. Action all Customer Orders, Quotes, Holds, Disputes etc in a timely manner and in line with agreed standards. Promote Customer awareness among other teams.

　　Handle and resolve all customer queries, problems and complaints, escalating where necessary to ensure Customer receives a timely response.

　　Establish and maintain excellent working relationships with the Field Sales teams to facilitate improved communication and customer service. Actively participate in Sales & Dealer Meetings to promote increased understanding of Doosan’s Customer & Marketplace

　　Liase with all internal teams to promote improved order fulfilment and customer satisfaction, including, supply chain, credit, collections transport, sales, marketing etc. Support team members when required, and above all be responsive and flexible to changing customer & team demands.

　　Job Requirement

　　Education & Qualification: Business Administration - Masters Degree / Allow Equivalent

　　Experience: 2>5 years

　　Travel Standard: < 10%

　　Minimum of 2-4 years relevant experience in a process based multi-national, environment

　　Experience in dealing with multi location teams

　　Flexibility to travel across Europe.

　　Global Breadth: Multi-Site (> One Location)

　　Cross border sales administration experience

　　Fluent English + another modern European language

　　Diploma/degree level education

　　Excellent computer skills – experience of an ERP system

　　Excellent communication skills

　　Strong Systems Experience (MS Office, Oracle 11i etc)

　　Strong Process Experience

　　Ability to handle multiple demands and adhere to deadlines

　　Strong attention to detail.

　　Excellent written and oral communication skills

　　Time management and organizational skills

　　Interpersonal communication skills