Customer Service Representative Retail

Provide excellent and professional customer service, sales and order support to designated customers, flawlessly execute order to cash process from order taking up to cash collection and manage and maintain data in internal systems up to date.

• Managing a portfolio of customers and executing the order to cash process, starting from the customer orders until the invoice generation and cash collection
• Developing a full understanding of the order and invoicing process flow within the internal system and being able to solve the basic issues (invoice corrections, credit memos, returns)
• Gaining deep knowledge of the structure and internal procedures of the external customers in order to be able to provide excellent service and support and being the key contact for all customer invoice inquiries, deal with customer claims and ensure correct and daily mailing of invoices
• Managing and assisting collection process of delinquent accounts to maintain credible receivable
• Building a strong long term relationship with colleagues across all departments as well as with designated external customers
• Liaising with other departments such as accounting, shipping, planning/scheduling and technical support in order to coordinate and respond to customer requests for information
• Solving of all customer service and logistics related issues by identifying the source of the problem & using pro-active approach to prevent it from recurring
• Organizing and planning of transports with our logistical partners and maintain strong relationships with logistic departments, buying assistants and sales people
• Coordinating shipments of sales samples and detailed planning and follow up of promotional deliveries
• Setting up, updating and maintaining accurate Customer Master and other records in ERP system and ensuring that data entries are performed timely and accurately
• Liaising and coordinating with other departments in order to obtain relevant data required for the setups and maintenance
• Assisting in testing and implementation of new business processes and features
• Acting as a Subject Matter Expert on all issues relating to Customer Master additions and maintenance
• Assuming other activities, projects and responsibilities as requested

• Relevant bachelor degree, “expeditie” would be an asset
• Customer service and / or logistics experience min of 5 years
• Language skills Spanish: excellent and English: very good
• Experience with an ERP system
• Excellent communication skills with all internal/external parties by email, phone
• Strong customer service focus
• Highly computer literate (Microsoft Excel / Word / Outlook) with very good knowledge of ERP systems; knowledge of Oracle would be an asset
• Problem analysis and problem-solving
• Initiative and proactive approach
• Stress resistant with the ability to work in an evolving environment
• Excellent time management, priorities setting and administrative skills
• Strong analytical skills
• Ability to apply product knowledge in an advisory manner as it relates to the business
• Strong verbal/written communication skills