Customer Service Representative Lisboa

Overview

The Customer Service Representative is responsible for
-
- day order management, including receiving customer orders, cleansing orders, removing order blocks, processing change requests, resolving customer complaints, answering customers’ questions by phone or
- mail, and managing order releases. This role works with business partners in the supply chain and beyond to ensure
- time and complete delivery of goods. The Customer Service Representative helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer service across the designated area. This role is the connection between Supply Chain structure with our internal and external customers, so it is key to have a proactivity attitude to create customer loyalty and contribute to the organization’s success.

Key Accountabilities

• Administer
  -
  - day activities of customer order management, specifically: order entry, order status, document creation, stock allocation, order release, shipment tracking, sales recognition and document management.
• Regularly update customers, suppliers and internal stakeholders on order status and any issues.
• Handle customer inquiries, process returns, and resolve customer issues promptly.
• Use
  - cause analysis to understand key drivers of order failure in support of continuous improvement.
• Identify potential obstacles in the fulfillment process, and work with stakeholders to take corrective action.

Customer-Centricity & Relationships

• Monitor and improve customer feedback systems.
• Understand customer expectations and translate the voice of the customer for internal stakeholders.
• Update and maintain presentations used in customer reviews.
• Identify and implement ways to better meet customer needs and provide superior customer service.

Data Management & Analysis

• Integrate customer data from various reporting channels as necessary.
• Produce and maintain reports presenting and analyzing key performance indicators.
• Support the preparation and review of internal and external scorecards.

Continuous Improvement

• Monitor systems and processes to identify opportunities for continuous improvement.
• Develop and present recommended improvements to the Customer Service Manager.

Quality, Safety & Compliance

• Model adherence to quality, compliance and/or safety requirements.
• Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so.
• Report any quality, safety or compliance incidents to the appropriate individuals and take immediate corrective action.

Networking / Key Relationships

This role requires frequent interaction with the customer service team (including the director, managers, team leaders and other representatives) and regular communication with sales, logistics (including transportation and warehousing), accounts receivable and planning to resolve issues and meet customer expectations. Externally, the role communicates regularly with customers to communicate service updates.

Minimum Knowledge & Experience

• Bachelor’s degree, preferably in supply chain management, logistics, business administration, engineering or related field.
• Two to three years’ experience in supply chain, logistics or related function, and at least one year of customer service experience.
• Commercial/selling experience is highly recommended.
• Knowledge of master data and table files is a plus.
• Advanced skills with Microsoft Office. Strong ERP (SAP) and CRM experience preferred.
• Fluent in local language; English and other languages are a plus.

Skills & Capabilities

The ideal candidate demonstrates the following traits and competencies:

• Focuses relentlessly on customers
• Works well under pressure
• Works well in teams
• Pays attention to details

• Soft Skills: Communication (verbal, written and presentation), analytical and
  - solving, project management, ability to multitask
• Hard Skills: Proficiency in ERP, CRM and Microsoft Office

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service

Industries

• Medical Equipment Manufacturing