Danish Customer Service Representative

Customer Service Representative – DR658

Salary: £26,000per year (Neg.) + Exceptional Benefits

Based: Tyne & Wear

Languages: Danish (native) and English (fluent)

This is an exciting opportunity to join a truly Global Innovative Brand Leader.
Your skills are now required to join a small team who manage the day to day demands of their clients in Denmark, Sweden and Norway.

Initially you will support the Scandinavian Team as the key link between customers and the Materials Group organisation on day-to-day enquiries and service issues, with additional responsibilities for the support of the regional sales organisation to achieve revenue targets

Key Responsibilities:

40% Order Management:
Provide responsive and accurate order-entry service to customers by phone, fax, web and email
Maintain accuracy in price quotes selection, order-entry attributes and service item selection through diligence and order checking procedures
Balance customer needs for delivery versus impact on additional costs for Materials Group Europe
Provide a responsive order amendment, tracking and resolution service
Communicate deviations versus the request with the customer
Work closely with operations and transportation to solve customer issues
Evaluate in conjunction with the credit control team deviations in customer payments and support Field Sales Representatives in solving them
Manage consignment warehouse stock replenishment and invoicing process with allocated customers

35% Enquiry Handling:
Handle all day to day customer correspondence
Manage after sales support & trouble-shooting – handle a wide range of customer enquiries
Communicate with manufacturing locations across Europe and around the world, on service performance, quality, capacity and stock
Provide inventory, service and lead-time information, on demand, to customers

5% Inbound Administrative Support
Creation and maintenance of up to date customer master files including specifications and haulier delivery requirements across systems
Grant and maintain access rights for Customers to be able to use the secure area of the website for on-line enquiries and ordering
Configure customers to receive electronic communications through their preferred channel
Provide input to daily meetings through day-by-the-hour and exception reporting
Timely completeness of daily and monthly order archiving

5% First Line Technical Support
Assist customers with product questions and resources – provide product & application recommendations
Provide basic technical support to customers as applicable to level of experience (product catalogue questions, basic technical knowledge, etc.).
Proactively communicate supply chain issues, recovery timescales and provide alternative product or service offerings

5% Account Management:
Introduce new/updated products to market and new and / or updated services to market
Monitor existing business, identify and follow-up on fluctuations in demand with customers
Forecast volume changes by product /customer into supply chain
Quote prices against given guidelines and maintain customer price-books
Follow-up on quotations to elicit customer feedback
Ensure correctness of up-to-date customer pricelists (prices, projects and products)
Manage Customer specific stocks, in collaboration with Supply Chain
Handle data sheet provision requests

5% Outbound Administrative Support
Generation of customised sales reports
Promotion of aged stock discount offers to customers
Managing customer promotions
Real-time update with live opportunities being fed in from the market place
Support with the management of ad-hoc mass price-adjustment process including where required, the update and communication of new customer price lists
Ad-hoc provision of customer service and quality reports to customers

5% Personal Development
Take responsibility for and pursue professional development in line with personal development plan

Competencies / Individual Contributor

Minimum of 2 years sales experience in an internal sales role or other customer facing role
Adapt productively
Use financial data
Listen attentively
Analyse problems/issues
Exercise insightful judgment
Inspire trust
Promote collaboration
Leverage innovation
Build relationships
Learn continuously
Drive for results