Customer Service Representative

Job Purpose

To Ensure high level of customer satisfaction and organic business growth by working as the conduit between customers, sales team and across the organization.

To this end the right candidate should collaborate with the sales team, supply chain and the customers to understand/support their needs to continuously improve service.

Position is based at Kryoneri Attikis.

Key Activities

• To manage order receipt efficiently, prioritizing timely order processing and good customer interactions and relationships.
• Supports the order-to-cash process with excellence in order processing.
• Registers and processes orders in the ERP system received via, electronic mail, phone or through other contact with the customer or associate.
• Ensures order processing is handled correct and in full and is transferred to the Logistic teams and transport companies (logistics).
• Raises issues in delivery and/or invoices process with Cluster Customer Service Manager.
• Acts as first level contact with for customers for order receipt, quotations, answers to questions and in attempting to resolve complaints.
• Where appropriate contact agents and make necessary arrangements for delivery to an agent, vessels or direct to customers
• Obtains adequate customer and product knowledge to find solutions for customer needs (e.g. additional and/or alternative products).
• Makes proposals for improvements on work processes to Local and if necessary, escalates to Cluster Customer Service manager and OTC Development Manager.
• Completes registering / filing / archiving of customer service-related documentation.
• Assures cooperation between customer service and field sales force regarding administration of customers’ orders.
• Closely cooperates with the Logistics function to maintain consistency in approach towards customer service in the organization.
• Adheres to all applicable corporate as well as site policies/procedures with regard to personal conduct/HS&E standards and acts in compliance with all regulations

Experience & Competences

• 1-3 years of experience in Customer Service ideally in B2B environment
• Teamworking
• Strong client-facing and communication skills
• Problem- solving ability
• Attention to detail and process-driven
• Proactive
• Self-driven
• Able to build and maintain strong relationships from a remote position without direct physical interaction.
• Continuous learning & improvement mindset

Education and main qualifications

• Degree in Business Administration / Logistics with /or Economics background
• MS Office very good command, being familiar with ERP systems (SAP knowledge will be considered an asset)
• Fluent in English both in oral and written form
• Greek language is mandatory.