POSITION SUMMARY :
The Customer Service Representative is responsible for the timely and accurate processing of customer orders, complaints, credits notes, invoice management and dispute resolution.
This role will deliver an enhanced customer experience through excellent customer communication, effective resolution of customer issues and a culture of continuous improvement
ESSENTIAL JOB RESPONSIBILITIES :
Process customer orders in compliance with company policies and standard operating procedures
Demonstrate excellent data entry skills to quickly and accurately review and input data
Track orders to delivery, problem solve delivery issues and strive for continuous improvement of OTD (On Time Delivery) metric
Ensure timely capturing and resolution of complaints in SFDC. Investigate root causes to resolve recurring issue resulting in complaints
Ensure timely and accurate invoice management & dispute resolution working in close collaboration with Accounts Receivable
Ensure timely and accurate processing of credit notes
Demonstrate high commitment in resolving customers issues and responding to order status enquiries, ensuring a high level of customer satisfaction
Attend daily Visual Daily Management meetings with the rest of the team to drive improvements in key metrics with a continuous improvement attitude to drive customer satisfaction
Utilise Problem Solving to drive to root cause and implement countermeasures
Team with other functions such as Demand Planning, Logistics, Finance, Tech Service to maintain a strong collaboration geared towards maintaining or enhancing customer satisfaction
Ensure compliance to internal policies, quality procedures and Sarbanes-Oxley Act (SOX)
MINIMUM REQUIREMENTS :
Education or Experience (in years) :
High school degree (or equivalent experience) with 1-2 years of relevant work experience in a fast-paced Order Management role
Experience with ERP systems such as SAP and CRM systems such as SFDC as well as MS Office products including Word, Excel, and Outlook
Knowledge and skills :
Strong written and verbal communication skills
Fluent in English, native Dutch and Frenc h
High attention to detail with the ability to effectively review and understand sales agreements, proposals, purchase orders, and related information
Strong focus on driving customer satisfaction
Demonstrating an attitude of collaboration, leadership and accountability,
Good problem solving and analytical skills.
Demonstrating good judgment and initiative
Self-motivated, confident, reliable and able to plan and follow up on outstanding issues
Able to operate in a fast-paced environment
Should be an outgoing, positive, team player
Strong sense of accountability
Travel : minimum 10% - regional and some international travel may be required
The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.
When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win.
As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful tools and the stability of a tested organization.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.
Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
If you’ve ever wondered what’s within you, there’s no better time to find out.