Customer Service Representative, Neuhausen

The customer service is the central information hub between customers, sales, technical, planning, production, logistics and finances. The customer service representative is responsible for providing exceptional and efficient service to customers by addressing inquiries, resolving concerns, and ensuring overall satisfaction. Issuing quotes, entering orders, overseeing the transports, invoicing, answering e-mails and many more interesting tasks are part of the daily job. Providing after-sales services and upkeeping of various record systems round it off.

Responsibilities

Prepare customer quotations in cooperation with sales and technical team

Clarify product details, amounts and delivery dates with customers&sales representatives

Order entry, order confirmation to clients and order tracking

Follow-up with planning on improving dates if not in line with request date

Close follow-up with finance on receiving advanced payments

Tracking inventory

Strong understanding of order requirements and logistics, schedule changes and urgent orders

Coordinate and evaluate shipping requirements with customers

Updating records in various systems

Follow-up on timely dispatch of Make&Ship orders and execute necessary release of Make&Hold orders to be shipped based on customer requests/consignment warehouse and aged inventory

Prepare necessary export documentation for customs clearance based on delivery and payment terms, bank requirements, etc.

Ensure daily invoicing of goods shipped

Respond to customer inquiries promptly and ensure proper follow-up and satisfactory solution to outstanding issues. Keep record of customer transactions and the respective actions taken by CSR

Ensure all necessary approvals are in place and stored

Understanding of revenue recognition and audit requirements

Ensuring that master data is correct in system (example: name&address, VAT number, incoterms, payment terms, revenue method&location etc.)

Entering approved pricelists in SAP as a deal

Following the Eurasia Business Rules

Different SOX testing procedures in a timely manner

Keep track of customer overdue and take necessary action to receive payment

Enter correct proof of delivery date in SAP according to the different incoterms

Preparing export documents for intercompany shipments

Goods receipt into Europe from production sites in Asia and Americas

Help testing different systems if necessary (Integrated System Testing)

Claim handling

Backup for colleagues for different countries

Continuous improvement in the service quality and overall

Required Skills

Strong organizational and administrational strength

Pro-active problem analysis and problem-solving skills with the ability to meet deadlines

Attention to details and accuracy– sense of urgency

Good communication skills– verbal and written

Solution-oriented approach and the ability to handle complex queries

Qualifications

Professional experience in customer service or in a directly related capacity

Competence in MS office-based PC applications

SAP-ERP system knowledge would be a plus

Fluent in English

Education Requirement

Commercial education

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