In order to reinforce our team in our Belgian headquarters, located in Tessenderlo, we are currently looking for a
Customer Service Team Coordinator …
with continuous improvement mindset, a drive for delivering an efficient service
and a passion for customer and team happiness
The Customer Service Team Coordinator supervises and coordinates the operational activities of the Customer Service team and coaches the Customer Service Representatives in their daily job. The Customer Service Team Coordinator acts as first point of escalation in case of operational issues. This role reports into the Senior Supply Chain Manager.
Your challenge:
- Answer team members’ questions and provides advice and training where necessary
- Monitor the quality of work of the Customer Service team
- Run performance reports for the team activities
- Assist the Senior Supply Chain Manager to improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes
- First point of escalation in case of operational issues
- Identify a solution to the issue or directs them to another department that can provide assistance
- Provide feedback on performance of the Customer Service Representatives to the Senior Supply Chain manager
- Provide support for Supply Chain Improvement Projects
- Coordinate the order and delivery process of goods for the assigned product portfolio.
- Provide timely responses to customer inquiries by telephone and/or e-mail with service and quality standards.
- Troubleshooting, resolve customer complaints.
- Maintain a high level of competency in regards to the SAP system.
- Interface daily with various levels of Sales, Finance and Logistics Providers
- Communicate effectively and quickly to resolve any conflicts that may arise or customer orders that may be potentially delayed.
- Act as a reliable Business Partner for internal and external customers.
- Document Supply Chain Coordinator procedures and maintain them according Corporate policies.
- Continuously strive to improve service, delivery quality and customer satisfaction.
Your profile:
- Bachelor degree
- Job experience in a similar role
- English excellent knowledge, Dutch, French or Italian is a plus
- Strong analytical and problem-solving ability
- Service-minded and customer-centric
- Proficiency in Excel
- MS Office and SAP experience
- Basic knowledge of dangerous goods regulations
- Able to quickly and effectively resolve issues and conflicts, both internally and externally
Our offer:
- A challenging role in a flexible environment, an attractive salary package, learning & development opportunities
- Be part of a great team and a company that strives to reach the highest employee and customer happiness factor
- The ability to directly contribute to customer satisfaction and business success
Feeling up for the challenge? Send your application to [email protected] mentioning CSTC 2020 in the subject.