FUNCTION : Customer Service Representative 

COMPANY: International  High-Tech Engineering Group 

The company is a global, high-tech engineering group providing solutions that enhance productivity, profitability and sustainability for the manufacturing, mining and infrastructure industries.

We are looking for a Customer Service Representative located in Diegem 

First interface to customer to provide world class customer service to both existing and prospective
customers.

Areas of Responsibility 

• **Customer Creation: Verify credit worthiness and export on demand. Create customer database with relevant information received from customer, sales engineers or application engineers.
• Database Management: Updating the Customer database with information like delivery address, salesman code, email ids.
• Customer Onboarding: Proactively connect with customers to orient them and promote usage of our digital tools.
• Enquiry Handling: Handling customer queries, aiming to clarify, orient and direct detected problems toward a solution.
• Quotations: Together with field sales, decide on the most appropriate solution for a customer. This can include contacting several suppliers, calculating prices, creating new products together with correct data and comparing delivery times.

• Order Processing, Management and Monitoring: Manage orders from the initial creation to invoicing. Including external and internal orders, credits and invoices, cancellations, and other various tasks. Searching for order information, escalation of issues and planning for future orders. Pro-actively reduce and prevent customer order delays with help from supporting systems like Power BI and similar solutions.
• Escalation Handling: Handle escalation of unresolved customer enquiry with regards to order / cash collection.
• Claim handling: Register the claim in Seco Application (Comflow) as per information received from customer or sales engineer or application engineers.

• Returns: Prepare relevant documents and process it in the ERP system in line with the global Return Policy.
• **Local Warehousing: Stock-in the product in the ERP system, Pick and Pack orders and arrange to dispatch to respective customers.
• **Procurement: Register the product in ERP system as per Seco guideline Send Enquiry, receive quotation and negotiate it with supplier. Release the Purchase order, follow-up and ensure timely delivery.
• Actively work to increase e-commerce business.
• Manage and develop existing business in line with customer segmentation, rules and procedures.
• ** Customer Engagement: Liaison with Sales engineers/Application engineers/Account Managers for any customer event/visit to strengthen the engagement.
• ** Account Receivables: Follow up on receivables from the customers, in line with locally agreed commercial terms.
• Lead Management: Assign unassigned leads to sales engineers to generate new opportunities.
• Recycling – Sustainability: Promoting the recycling process to customers and handling any purchase orders when required.
• CRM: Manage the CRM tasks and cases with accuracy and within the SLA.
• Internal Control: Ensure accurate and timely documentation in line with internal control guidelines, participate in internal audits, follow up on closure of any non-conformances, opportunities for improvement.
• Provides timely responses to bring about great customer experience.

Competencies-Skills

• Problem-Solving Skills
• Customer Focus
• Accountability 
• Communication Skills
• Team Collaboration
• Excellent written and verbal English-French-Dutch communication skills