Customer Service Representative

工作内容

H.B. Fuller is a leading global adhesives provider focusing on perfecting adhesives, sealants and other specialty chemicals across all industries throughout the world. While our products are virtually invisible, they play a vital role in ensuring the quality of modern life and we are committed to connecting what matters to solve some of the world’s biggest adhesion challenges.

We, at H.B. Fuller embrace a shared set of beliefs and competencies that direct the way we operate and express our fundamental principles about how we will achieve success. We strive to hire talent that demonstrates our beliefs and our competencies.

POSITION OVERVIEW

The Customer Service Agent acts as single point of contact to the customer and ensures that all administrative activities of the order cycle are dealt with in a courteous, accurate and timely manner, adhering to current business standards. The job holder maintains and increases customer loyalty by building positive relationships with customers and suppliers. The Customer Service Agent reports to a Customer Service Manager and will be performing tasks under supervisor guidance while being trained and gaining business acumen. This is a hands-on, flexibility requiring and initiative driven role where ownership and accountability are essential.

PRIMARY DUTIES

• Manages Entry, Maintenance, Confirmation, Follows-up to ensure customer satisfaction and hassle free interface with customers ; in particular processes local orders and understanding international export order processes received by telephone and e-mail within the EU and outside the EU (UK, …)
• Enters orders onto the computer system, pricing orders, produce order acknowledgements for customer and picking and dispatch notes for the Warehouse
• Put the export orders through the CS admin system (Windows Dynamics / Navision) which will then create all the appropriate paperwork to send with the consignments. Completes all aspects of customer data maintenance in the local CS admin system, amendments to orders and revised dispatch dates from Production.
• Creates pro forma invoice, e-mailing to customer for payment prior to dispatch of goods.
• Obtains freight quotes from forwarding companies for customers. Contacts carriers with shipping instructions for collection of consignments, provides shipping documents. Deals with damaged consignments by carriers and completes non-compliance record book and complaint form.
• Deals with customer complaints under supervision, creates the return form and raise credit notes.
• Completes invoice dispatch confirmation notes to customer accounts on the computer system and produce Certificates of Analysis if required.
• Manages and supports Intercompany customer services and provide support to the Customer Services Manager
• Receives ADR compliance training as needed and defined by the Supervisor.
• Communicates with Customers whenever there are changes that might affect their order-
• Liaises regularly with other functions such as Finance, Logistics, SC, & Sales, to ensure OTIF delivery to our customers.
• Works proactively to ensure all local EHS objectives are achieved, whilst working in compliance with EHS regulations.
• Minimum Requirements
• High school degree, Bachelor, commercial school education
• Fluency in written and spoken English and Dutch/Flemish plus ideally some French
• Strong computer competency with high MS Office suite proficiency
• Customer orientation and ability to adapt/respond to different types of characters under pressure
• Excellent communication and presentation skills
• Able to multi-task, prioritize, manage time effectively to meet demands and deadlines
• Deals well with stressful situations
• Strong problem-solving mindset, flexible, adaptive, initiative taker.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree
• Experience with ERP systems (e.g. SAP, Prism)

PHYSICAL ENVIRONMENT:

• General office environment
• Time spent on phone: Five or more hours daily