Job Purpose
A customer service representative organizes supports the good execution of orders from order entry to the final installation – cross-disciplinary function with Sales, BD, Plants, Logistic, Project Managers (PM) Aftersales/Quality.
A glimpse of your daily mission
Customer Service Representative:
- Clarify Customer or Dealer’s PO
- Requests Special or 3rd parties Product codification to the BD and/or Data Department when applicable
- Verifies Order Confirmation once registered, eventually handles modifications
- Handles Telephonic communication with internal and external customers
- Daily Delay Management, communicates new Leadtime to Customers/ Dealer and reschedules the order in the system
- Challenges Plants / supply chain departments to improve Customer’s order Lead times
- Re-invoices Customers / Dealers according to Sales Terms and Specific Trade Agreements
- Organizes Shipment directly to Customer’s site or to the Installer Hub with Logistic Team
- Arranges the order installation when applicable: directly with Installer or with Project Manager
- Provides Installer and PM with accurate order and Customer information to proceed smoothly to Installation
- Makes sure that order is properly installed thanks to the Installation Report
- Manages her/his backlog / orderbook
Sales Support:- Assures Customer/Dealer PO are complaints with Sales Terms and Specific Trade agreements
- Supports Customer / Dealers / Sales in their request and in their Project implementation
- Requests Price to Special department when needed
- Organizes the exhibition of mock-ups
- Supports tender documents in coordination with BD and Sales teams
- Establishes the request for advance invoice / proforma invoices
Routine Tasks:- Participates on the daily Team meeting
- Reports activities to his/her Management
- Is flexible on all accounts and areas
- Is proactive is continuous Improvement
Job Requirements
- Degree: 2 years of post-graduation studies in Business Support or Services / Business school degree
- Customer Service Supply Chain experience, ideally in industry
- Minimum of 5 years
- Demonstrate problem solving skills and high degree of professionalism and integrity
- Excellent communication skills with internal externals customers
Travel Requirements
- Sales Company Events: Trade shows / Kick-offs
- Dealer and customer site occasionally
About Us
Haworth is one of the world's largest manufacturers of office furniture, providing solutions for tomorrow's customers worldwide. At the center of our work is the human being: What does a person need to work, what pushes them, motivate them and what makes people feel comfortable at work? Only if we can answer that question, we are able to introduce designs to our customers that will make them achieve their goals. To stay one step ahead, we invest in our own research, have a worldwide network of interesting partners and are part of think tanks around the world who are trying to think ahead. The family-owned company, headquartered in Holland, Michigan/United States, employs more than 8.000 people and is represented in more than 150 countries in Asia, Europe and America with subsidiaries and partners.