Product Support Specialist working with customers to resolve inquiries and technical issues via phone and email. Collaborating in a hybrid environment with a focus on service excellence.
About the role
- Customer Care and Sales Administration Specialist supporting E2E order to cash process at Evident Europe. Engaging with customers and managing orders in a hybrid work environment.
Responsibilities
- Interact with customers via phone, email, chat, or in-person to provide assistance, answer questions about products, services, order status etc. and resolve issues in a prompt and professional manner leading to positive customer experience and satisfaction.
- Receive and process customer orders accurately and efficiently, ensuring timely delivery, installation and invoicing and proactively resolve any order-related issues or discrepancies.
- Find a solution for non-standard orders in line with the company policies.
- Regularly manage the open order portfolio in order to ensure OTIF delivery and correct and timely invoicing.
- Create customer accounts and maintain the customer data up to date & clean to support all the CC processes.
- Cooperate with the master data specialist to support continuous improvement of master data related processes.
- Develop a deep understanding of the company's products and services to effectively address customer inquiries, resolve potential complaints and promote sales opportunities.
- Build and maintain strong relationships with customers & partners to foster loyalty and repeated business, while also identifying opportunities for upselling or cross-selling.
- Investigate and resolve customer complaints or concerns, resolve potential returns, escalating complex issues to the appropriate internal departments when necessary, and ensuring timely resolution.
- Make sure the root causes of the issues are being addressed and resolved.
- Maintain accurate records of customer interactions, transactions, and sales activities in the CRM system, and generate reports as needed to track performance metrics and trends.
- Make data driven decision in the CC activities.
- Provide training and support to CC colleagues and sales representatives on customer care processes to enhance their effectiveness in serving customers.
- Identify opportunities for process improvement and efficiency gains in customer care operations and collaborate with cross-functional teams to implement solutions.
- Collaborate closely with sales, marketing, supply chain, field technicians and service partners to ensure customer satisfaction and support sales objectives across the EMEA region.
Requirements
- Relevant experience in customer service, sales support, or a related role required.
- Strong communication and interpersonal skills, with the ability to build rapport and effectively communicate with customers and internal stakeholders.
- Excellent problem-solving skills and the ability to remain calm and composed under pressure.
- Ability to work in higher level of dynamically changing environment.
- Drive to achieve results & continuously improve.
- Strong accountability and drive.
- Accuracy & detail-oriented with strong organizational and time management skills.
- Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and CRM software.
- SAP and Saleseforce experience welcomed.
- Ability to work independently with minimal supervision and as part of a collaborative team.
- Professional working proficiency in English and Italian.
Benefits
- Working from home up to 50% of the time
- Multisport card
- Supplementary pension contribution
- Meal voucher flat rate
- Extra week of vacation
- Public transport allowance
- Massages
- Fitness centre in the office
- Above-standard healthcare (ComfortCare)
- Corporate canteen
- Sodexo Flexi
- Language courses
- Sick days (4 days/year)
- Anniversary awards for years worked (10, 15, 20, 25, 30)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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