Customer Care Representative (Account/ Project Management)

Job title : Customer Care Representative (Account/ Project Management)
Location : Venray, Limburg
Job type : Permanent
Salary : Negotiable
Contact name : Emma Hobbs
Contact email : emma.hobbs@secpharma.com
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.