Sr Customer Service Representative - EMEA
Reporting to the Customer Service Manager, this individual will maintain and assist with sales growth within a defined customer base and geographical territory. The representative will develop and execute a customer-focused strategy that will lead to greater retention, higher revenue per customer and ensure greater customer satisfaction.
â€¢ Serve as the primary point of contact for assigned customer base and develop a positive relationship with all customers.
â€¢ Prepare and provide customers and sales managers with weekly order status reports.
Resolve line-down situations and expedite deliveries as needed.
â€¢ Coordinate shipments and routing changes in timely manner.
â€¢ Prepare weekly reports for management as required.
â€¢ Complete special projects on time as requested by management.
â€¢ Work with Sales & Marketing on new product introductions and end of the life cycle activities.
â€¢ Work with the Accounting Department to resolve invoicing and credit issues.
â€¢ Identify, report, and develop solutions with Supply Chain for chronic customer issues.
â€¢ Manage and facilitate all facets of order processing for assigned customer base, including:
â€¢ Book orders and monitor work in process to ensure on time delivery to customers.
â€¢ Prepare and email customer order acknowledgements.
â€¢ Review and process customer credit requests in a timely manner.
â€¢ Validate and process customer RMA requests in a timely manner.
â€¢ Effectively work with internal departments; Sales, Product Marketing, Product Engineering, Supply Chain, Logistics, IT, Quality and Finance.
â€¢ Excellent verbal and written communication skills in English and German a must.
â€¢ Oracle or other ERP and CRM knowledge required.
â€¢ Understanding of SOX compliance protocols and procedures as they pertain to an ERP environment.
â€¢ Ability to multi-task, work in a fast paced environment, while maintaining a high level attention to detail and follow through.
â€¢ Resourceful, creative and extremely organized.
â€¢ Requires initiative, ability to work with little or no supervision and comfortable making independent business decisions which could significantly impact revenue.
o Approving manufacturing and customer push out and/or cancellation requests.
o Approving and issuing customer credits.
o Applying discretion when changing shipping methods.
â€¢ Ability to quickly learn how to articulate the company's products.
â€¢ Very strong analytical skills and comfortable with statistics analysis.
â€¢ Comfortable with the challenges of a rapidly growing and changing environment.
â€¢ Enjoy Interacting with people by phone, email and in person.
â€¢ Successful at building relationships and trust.
â€¢ Enjoy working on a team in a corporate environment.
â€¢ Thrive in an environment where performance is measured.
â€¢ Proficient in MS Office applications.
â€¢ Work flexible hours as necessary to provide full support to customers.
â€¢ 5-10 years Customer Service experience in the LED or semiconductor industry a plus.
The above information on this description has been designed to indicate the general nature, and level, of the work performed by this position. It is not designed to contain, or be interpreted, as a comprehensive inventory of all duties, responsibilities and qualifications required.
|Location:||Livermore, CA |