CS Tools DACH Assistant

Overview

In compliance with the company's policies and procedures, and those relating to safety rules: Takes charge of and ensures the follow-up of customers and their files, from order processing to invoicing, as well as any related requests and complaints.

Responsibilities

• Enter and monitor orders.
• Handle customer requests and complaints.
• Implements contracts.
• Communicate on the company's products and services.
• Manage the customer data base.
• Organise the monitoring and development of the customer portfolio.
• Ensure that customer files are constantly updated in the ERP system.

Qualifications

• proficiency in office automation tools, in particular SAP and Office 365 (Outlook, Excel Advanced level)
• be able to communicate both orally and in writing in English (B1 equivalent), and have a good level of oral and written expression
• have the ability to identify non-conformities or deviations, analyses malfunctions or non-conformities
• native or fluent in German
• can integrate methods and make proposals to solve problems and take preventive or corrective action (within his/her field of action)
• registers the order and/or ensures that it is properly integrated into the system, checks the quality and relevance of the data transmitted (status of products ordered, price, etc.), checks the conditions for completion (delivery time, method of dispatch, etc.) and informs the customer or sales representative accordingly
• alerts his/her superior or the sales representative if any non-conformity is noted in the order received
• advises customers on the technical characteristics of products and their use
• works with Accounting and/or Sales to track order payment details (invoicing, settlement, etc.)
• participates in developing the portfolio (telephone calls, emails, extending sales by proposing complementary products and current promotions, drawing up offers and quotations in consultation with the sales team and passing on information on practical and commercial procedures (planning, prices, payment, etc.) to customers
• receives telephone calls and emails and informs customers according to their requests (order tracking, information, etc.)
• handles customer disputes and implements the company's after-sales policy: answers the customer's questions, organises any product returns in collaboration with the Transport Department, issues a repair estimate and the corresponding manual invoice, or initiates a credit note or product exchange
• analyses the penalties sent by the customers concerned and provides a summary to the sales representative
• initiates and collaborates on the creation of new customer accounts with sales staff and the CS Tools Administrator
• ensures that customer files are constantly updated in the ERP system.