Objective and scope of job

To support the Customer Service Supervisor for internal and customer/oriented processes concerning orders and sales of a defined customer groups. They would ensure effective and efficient handling of all involved operative tasks on the basis of R&M USA, INC. policies and procedures.

Responsibilities:

  • Customer satisfaction regarding order processing of assigned customer group
  • Handles customer inquiries and complaints
  • Integrity, appearance and timely quotations and delivery papers
  • Provides information about the products and services
  • Troubleshoots and resolves product issues and concerns
  • Documents and updates customer records based on interactions
  • Technical quality and availability of customer support (mail, tel, chat)
  • Develops and maintains a knowledge base of the evolving products and services
  • Collaboration with sales management, sales representatives, purchasing and logistics

Tasks / Activities:

  • Assists Sales Representatives in the preparation of quotes
  • Maintains Customer specific terms and conditions for defined customer group
  • Monitors Customer specific credit line including reporting to accounting
  • Standard price calculations based on defined calculation tables
  • Processing of orders on the basis of the ERP
  • Issues order confirmations and delivery notes
  • Notifies customers if and when material is ready to be picked up
  • Produces invoices in coordination with accounting and sales
  • Issues credit notes in coordination with accounting and sales
  • Supports Sales Representatives in all administrative and organizing tasks
  • Supports and coordinates supply chain with purchasing and HQ
  • Ensures on-time order processing fulfillment
  • Prepares project price calculation
  • First level support for product and application related questions from our partners

Area of authorities:

  • Defines transport method and terms
  • Participation of regular product and customer support trainings
  • Calculation for standard product sales, acceptance of returns up to a value of US $100 per case

Qualifications:

  • Three years in an inside sales organization in an industrial company
  • Ability to build rapport with clients
  • Ability to prioritize and multitask
  • Knowledgeable in MS Office (Excel, Word, Outlook)
  • ERP Experience
  • Positive and professional demeanor
  • Strong written and verbal communications skills
  • Must successfully pass Customer Service Test
  • College educated or equivalent