Customer Services Representative

Doosan Corporation; Northampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the industrial sector seeks an administrative sales and customer care support professional to manage customer relationships and order processes in a dynamic environment. This role demands proficiency in customer service, attention to detail, and strong communication skills, supported by relevant experience in a multi-national setting. The ideal candidate will have a Master's degree in Business Administration and the flexibility to travel across Europe. If you are passionate about process improvement and customer satisfaction, this is the perfect opportunity for you.

Qualifications

• Relevant experience of 2-4 years in a process-based multi-national environment.
• Fluency in English and another modern European language.
• Excellent computer skills with ERP system experience.

Responsibilities

• Manage all customer queries and issues professionally and promptly.
• Coordinate post-sales queries and ensure effective order fulfilment.
• Promote customer awareness among internal teams.

Skills

Customer Service Aptitude

Process Improvement

Attention to Detail

Communication Skills

Time Management

Education

Business Administration - Masters Degree

Diploma/degree level education

Job description

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Position Summary:Provide administrative sales and customer care support to a Distributor Network of 15-20, mixed size Dealerships, as the single point of contact for the Dealers commercial queries, requests, issues, claims etc. Good Customer Service aptitude is essential for this position as well as the ability to work cohesively in a team driven by process & performance improvement metrics. Primary Order Management experience on a comprehensive ERP system (e.g. ORACLE/SAP) also essential for this role

Role & Responsibility

Customer Service:

• Manage all Customers assigned in a courteous and professional manner, paying particular attention to urgency & responsiveness on all customer queries and issues. Implement best practice Customer Service in alignment with business requirements and Doosan standards.
• Contribute to the maintenance of key performance indicators and metrics. Agree and meet improvement targets. Escalate issues which impact and impede Customer Service performance and work towards solutions where possible
• Ensure open order book is proactively managed, in terms of customer and business requirements. Manage the order fulfilment process, end-to-end in line with customer requirements and business policies. Manage/coordinate the response to all post sales customer queries. Escalate issues and bottlenecks in the order fulfilment process where appropriate.
• Strive for continuous improvement of customer service performance/satisfaction. Action all Customer Orders, Quotes, Holds, Disputes etc in a timely manner and in line with agreed standards. Promote Customer awareness among other teams.
• Handle and resolve all customer queries, problems and complaints, escalating where necessary to ensure Customer receives a timely response.
• Establish and maintain excellent working relationships with the Field Sales teams to facilitate improved communication and customer service. Actively participate in Sales & Dealer Meetings to promote increased understanding of Doosan’s Customer & Marketplace
• Liase with all internal teams to promote improved order fulfilment and customer satisfaction, including, supply chain, credit, collections transport, sales, marketing etc. Support team members when required, and above all be responsive and flexible to changing customer & team demands.

Job Requirement

• Education & Qualification: Business Administration - Masters Degree / Allow Equivalent
• Experience:2>5 years
• Travel Standard: < 10%
• Minimum of 2-4 years relevant experience in a process based multi-national, environment
• Experience in dealing with multi location teams
• Flexibility to travel across Europe.
• Global Breadth: Multi-Site (> One Location)
• Fluent English + another modern European language
• Diploma/degree level education
• Excellent computer skills – experience of an ERP system
• Strong Process Experience
• Ability to handle multiple demands and adhere to deadlines
• Strong attention to detail.
• Excellent written and oral communication skills
• Time management and organizational skills