International Customer Care Representative

Job content

General purpose of the role

At CRC, the customer care function for the entire EMEIA region is being managed from our Center of Excellence with 2 hubs; in Zele, Belgium (HQ) and Bridgwater, UK. For our Center of Excellence in Bridgwater (UK) we are currently looking for a Customer Care Representative to provide support to and manage both our national accounts in the UK as well as European customers. In that capacity you will be working with colleagues in the UK & Belgium and the local inside sales teams in Europe.

Roles & Responsibilities

Order management:

• End-to-end order management; reviewing and processing of incoming orders vs. customer requirements and agreements made, order fulfillment/confirmation, support a portfolio of customers (for non UK customers together with the respective local Inside Sales Coordinators) as a Single Point Of Contact (SPOC)
• Shipment & Invoicing: a smooth delivery execution and a “no surprises” invoice.; whether it’s a small parcel delivery or a FCL shipment – Customer Care needs to make sure the customer receives his order on the agreed delivery/unloading date under the required and agreed conditions and bill accordingly

Sales support & Customer Success Management:

• Provide sales support to/collaborate with Sales/accountmanagers for respective customers: co-preparing important customer meetings, sending all required sales documents (pricelists, quotations/offers, order confirmations, invoice documents, etc.)
• Customer Self Service support: provide support to customers using CRC’s self service tools (MyCRC/MyKF, Electronic Order Form, EDI, Sana)

After Sales:

• After sales support & certification: providing/ensuring all required documents/certificates are in place: letter of guarantee, REACH certificates, MSDS & TDS, ROHS certificates, customs tariff codes, cover ADR requirements, VOC, .
• Customer claims & RMA’s handling; taking note of customer claim details and return requests, initiating the resolution of these claims/cases internally, issuing required documents like return paperwork, credit notes/price corrections, proof of delivery, etc.

Required Skills & Competencies

• Demonstrated understanding of the order-to-cash process and/or prior working experience in a commercial customer care and/or inside sales environment
• Organizational and administrative skills to keep a complete and accurate record of agreed actions & requirements
• Strong communications skills: good verbal and written direct communication skills, building ‘rapport’ with customers and colleagues without effort
• Fluent in English + proficiency in at least 1 European language: French, Spanish, German, Swedish, other are considered as a very important surplus/asset for application in your dealings with customers in the wider/total EMEIA region)
• Strong MS Office skills (preferably in O365 environment): Word, Excel, Teams, PowerPoint, more
• Prior experience or affinity/understanding with MS Dynamics 365 for Finance & Operations or other ERP systems would be considered as a strong asset