Position Summary The Customer Care Representative provides customer service, project management and account management support to customers. This position plays a pivot role in the order management process and is the customer's preferred point of contact from order process to problem solving. Knowledge of the medical/flexible packaging industry is desired. The ideal candidate will interact with customers, listening to their requirements, gaining a better understanding of their needs and offer possible solutions. Primary Responsibilities *Open and maintain customer accounts by recording account information *Drive the process to resolve product or service problems through clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; coordinating support from manufacturing, process engineering, production planning, quality department; following up to ensure resolution *Responsible for building sustainable relationships of trust through open and interactive communication *Identify and assess customers' needs to achieve satisfaction *Accountable for the maintenance of financial forecast by processing customer adjustments *Able to influence cross-functionally and work globally with teams across the organization, working very closely with Regional Managers (outside sales) and Manufacturing, Quality, Pricing and Finance *Contribute to product expansion through recommending potential products or services to management by collecting customer information and analysing customer needs *Prepare product or service reports by collecting and analysing customer information *Drive company's values to put our customers first and generate best in class customer service, customer value and customer experience *Work as a team *Generate sales leads *Ensure accuracy, validity and completeness of information by using the right methods/tools *Meet personal/team targets including identifying and delivering improvement projects to increase business efficiency and team effectiveness *Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution *Keep records of customer interactions, process customer accounts and file documents *Act as the company gatekeeper *Keep the business informed with customer insights through written reporting and through presentations Basic Qualifications and Key Skills *Bachelor's Degree in Business Administration, Management, Marketing or related field. *3+ years of related customer service, sales or account management experience or an equivalent combination of education and experience. *Strong teamwork and problem solving skills. *Excellent organizational and prioritization skills with an eye for detail. *Strong written and verbal communication skills. Works well with people across the organization to gather information, make decisions and recommendations to drive improvement. *Able to understand problems from different angles/functions and appreciate various levers and constraints. *Strong listening ability and patience. *Ability to adapt to different working styles and cultures . *Positive attitude, ability to work under pressure and people orientated. *Excellent knowledge of both Dutch and English language in word and writing, third language is preferred (French or German). Preferred Qualifications Interpersonal Skills: *Comfortable speaking before an audience of between 2 - 20 people in either a live conference or teleconference setting. *Requires contact with others (face-to-face, by telephone, virtual meetings, VOIP or otherwise) and working and interacting in a group or team *Ability to read, analyse and interpret data/documents/safety rules or manuals/operating instructions or procedures/maintenance. *Ability to write in a clear and concise manner. *Ability to speak effectively, present information, responds to questions in a clear and concise manner. *Ability to manage employees, resolve conflicts, and motivate around a common vision Technical Skills *Expertise with CRM applications (Salesforce or Dynamics) or similar CRM, MS Office, particularly Word, Excel, PowerPoint and Outlook. Essential Functions *The ability to predictably and regularly attend work and to be punctual. *The ability to read and understand documents and drawings. *The ability to work cooperatively with others. *The ability to deal politely and professionally with customers and/or co-workers.