CS Tools DACH Assistant

Job Summary

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.
• Handles customer requests and complaints.
• Implements contracts.
• Communicates on the company's products and services.
• Manages the customer data base.
• Organises the monitoring and development of the customer portfolio.
• Registers the order and/or ensures that it is properly integrated into the system, checks the quality and relevance of the data transmitted, checks the conditions for completion 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 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.

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).

Equal Opportunity Employer

ACCO Brands is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, marital status, national origin, physical or mental disability, veteran status, and any other characteristic protected by applicable law. The company strives to create a winning culture with a leadership promise to provide equal access and opportunity for all to grow, succeed, and contribute to their full potential.