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Customer Service Representative Benelux

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Date: Oct 21, 2020

Location: ZAVENTEM, Belgium

Company: Bridgestone Europe NV/SA

Job Purpose

The main aim of sales desk employee is to provide satisfaction, loyalty ad good service level. Important contact point for our customers and customer satisfaction.

Important aim of sales desk employee is to register orders, lost sales and customers complaints in order to improve our services and to see threats and opportunities

Sales desk employee’s work together as a professional team and find solutions together.

Sales desk work is 80% administration with a commercial accent (20%).

 

End-to-end process

From order taking to manual Pricing including claims, logistic tasks

 

  • Carry out daily tasks in line with the standardized processes and procedures, ensuring adhered to at all times
  • The position holder is responsible for the timely and efficient processing of all Sales Orders for the region
  • Complaints handling
  • Serve entire customer segments over the phone
  • Offer promotions for added value products
  • Cross selling/ Up Selling

 

Key Results Areas

 

  • Order taking
  • Answer phone calls from customers and sales representative
  • Input orders in SAP
  • Process incoming faxes and emails from customers and sales representative
  • Inform customers and sales representative about products, delivery lead time and status of the order
  • Minimise number of lost calls
  • KPI        Phone calls service level

            Order taking service level

 

 

  • Orders administration
  • Register customer complaints and take actions to solve the complaint
  • Register lost sales
  • Forward thinking in order to stay ahead of problems
  • Create return orders
  • KPI        Service level complains

 

 

  • Order follow-up
  • Manage order portfolio
    • Keep customers informed on deliveries delays
    • Propose substitution in case of shortage
    • Highlight issue and share them with the different stakeholders in the organization
  • Follow-up pending orders/deliveries with warehouse and transport company in order to keep customer focus
  • KPI        First Fill Rate/Customer satisfaction

 

  • Active selling
  • Promote sales offers with customers by outbound calls
  • Inform sales management on results of the actions
  • KPI        Efficiency of outbound calls

 

 

Personal attributes

  • Strong communication and social skills
  • Planning and priority management
  • Listening skills
  • Take initiatives
  • Customer oriented
  • Proactive and hands on
  • Multitasking
  • Stress resistant
  • Excellent knowledge of French and English, ideally also excellent level of Dutch

 

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