Customer Care Representative

About the Role

This position involves working onsite within a collaborative team focused on delivering Order Entry, Inside Sales, and administrative tasks. The Customer Care Representative serves as a key point of contact before and after sales, ensuring smooth communication between Sales, Distributors, Supply Chain/Logistics, Finance, and other departments. The goal is to respond swiftly and effectively to customer inquiries and transactions, consistently aiming to exceed expectations.

Key Responsibilities

• Provide support via phone, email, and web to Sales teams, Service, Distributors, Dealers, Direct Customers, and OEMs regarding lead times, order status (internal/external), return authorizations, shipment tracking and expediting, while managing customer issues through an Issue Resolution Tool.
• Oversee assigned key accounts and geographical regions while offering backup support for other areas as required.
• Assist in resolving invoicing concerns using phone, email, and web communications.
• Collaborate closely with Sales, Inside Sales, and technical support teams to resolve issues and suggest improvements that make business interactions easier and prevent recurring problems.
• Liaise with Supply Chain and Engineering to coordinate material shipments that meet customers' needs.
• Coordinate with Inwards Service/Goods and other departments to manage returns for repair or restocking.
• Accurately input customer data, agreements, return authorizations, training registrations, sales orders, and invoices promptly, ensuring minimal errors aligned with departmental goals.
• Maintain Customer Master Data and conduct relevant security verifications.
• Participate occasionally in projects aimed at improving processes.

Requirements

• Experience in a related field is desirable.
• Prior direct customer interaction experience is essential.
• Proficiency in a second language, both spoken and written, is required.