Customer Service Representative EMEA/APAC

As a Customer Service Representative EMEA/APAC you are responsible to support the growth of the company and have a key role in the customer journey by offering one of the best customer service experience in our industry. You are the first line contact for our customers (by telephone, mail or chat), assuring a high-level customer satisfaction through excellent communication skills, a customer-centric approach and a passion for sales.

Some of your key responsibilities:

• You are responsible for all kind of customer interactions, issues or inquiries by building a sustainable relationships and trust through open, inter- and proactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure long-lasting resolution
• You manage the OTC process in SAP, following internal and customer’s KPIs such as DIFOT
• You are the SPOC of your customer portfolio next to and in close collaboration with the sales manager, taking the extra mile to engage customers
• You provide sales support with an inside sales attitude, such as preparing sales forecast and offers
• You collaborate with other departments (supply chain, production, quality, regulatory, marketing & communication) to assure high service quality
• You register, follow-up and keep up to date different kind of data (customer, sales forecast, complaints,..)
• Keep records of customer interactions, process customer accounts and file documents
• Stay up to date on product knowledge and industry trends

In this position you have no direct reports, but you join a team of enthusiast colleagues.