Customer Care Representative
Location: Oberglatt, Switzerland
Work Arrangement: Hybrid
At Markem-Imaje, we are a trusted world manufacturer of product identification and traceability solutions.
The Role:
This role undertakes all aspects of customer care activities and collaborates with functional departments throughout distribution and supply chain operations.
We're seeking a Customer Care Representative who will provide high-level customer service through efficient ordering and administration of customer queries, purchases, and returns in line with M-I processes and procedures.
This role works closely with the Helpdesk, Planning, Account Managers, and Supply Chain teams.
Responsibilities:
1. Proactive and Reactive Customer Contact - Taking and processing orders from customers, as well as proactively calling customers to ensure their satisfaction.
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. Support digital implementation, including B2B Customer Portal and Sales Order Automation.
3. Frequently run SAP reports to ensure goods are progressed, blocked items investigated, and invoicing released for printers, spare parts, and consumables. Monitor transport follow-up, check overdue orders, and regulation follow-up. Handle 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.
Requirements:
1. Fluent English is required; a strong understanding of German and French would be preferred but is not essential.
2. Ability to communicate with internal and external customers in an advisory capacity.
3. Exceptional knowledge of customer service, with experience in a similar role.
4. Ability to technically assess situations and issues, proactively advising on solutions, approaching opportunities from a business perspective.
5. Must act as professional experts in all touch points.
6. Must be able to follow procedures and plan time for self and others.
7. Ability to manage multiple projects.
8. SAP and/or Salesforce experience is a plus.
9. Basic Excel skills.
You'll be a great fit if you're aligned to our values and culture:
1. Winning through customers
2. High ethical standards, openness, and trust
3. Expectations for results
4. Respect and value people