Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full range of reliable and innovative inkjet, thermal transfer, laser, print and label application systems.
They deliver fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes.
Role Overview:
The Customer Care Representative plays a crucial role in ensuring high customer satisfaction and loyalty by providing efficient ordering and administration of customer queries, purchases and returns in line with M-I processes and procedures.
This representative acts as a liaison between customers, functional departments throughout the distribution and supply chain operations, including Helpdesk, Planning, Account Managers and Supply Chain.
Key Responsibilities:
1. Proactive and Reactive Customer Contact - Taking and processing orders from customers, as well as proactively calling customers to resolve their issues promptly.
2. Printer Sales, After-Market and Demo Printer Orders - Entering orders in SAP, following up on delivery, coordinating communication between sales, the customer and planning team.
3. Frequently run SAP reports to ensure goods are progressed, blocked items investigated, and invoicing released for printers, spare parts and consumables. Transport follow-up check overdue orders, regulation follow-up, and handling special invoicing requests for customers.
4. AES Orders - Taking and processing exchange service orders, ensuring return of damaged stock as per contractual terms.
5. DBS sending - Coordinating and managing communications with customer invoices, following up on invoice queries.
6. Acting as the first point of contact in customer queries or following up invoiced orders.
Required Skills and Experience:
1. Fluent English is required; a strong understanding of German and French would be preferred but is not essential.
2. Ability to communicate effectively with internal and external customers in an advisory capacity.
3. Exceptional knowledge of customer service, with experience in a similar role.
4. Technical assessment skills to analyze situations and issues, proactively advising on solutions while approaching opportunities from a business perspective.
5. Must be able to follow established procedures and plan time for self and others effectively.
6. SAP and/or Salesforce experience is a plus.
7. Basic Excel skills.
Culture and Values:
1. Collaborative entrepreneurial spirit
2. Winning through customers
3. High ethical standards, openness and trust
4. Expectations for results
5. Respect and value people