Job opening: Senior Customer Service Representative

Job Summary

The senior CSR will provide excellent customer service and more. He/She will be an operational mediator between our customers and the different internal departments to guarantee daily operations. The senior CSR is involved in new projects from start and is responsible for a smooth launch of new products. He/She will build a strong relationship with the designated customers to understand their needs and anticipate accordingly.

The senior CSR will manage the larger accounts, independently, and will take overall responsibility on a daily base.

 

Main Roles and Responsibilities

  • Take full ownership of daily operations (order entry, container planning, production & sourcing coordination, shipping arrangements, stock & delivery follow up, etc).
  • Follow up of invoicing, payments, ACR with customers and internal departments
  • Forecast and demand management. Work close with customers, analyzing forecast versus actual purchases. Preventing shortages or nonmoving stock by arranging adequate phase in/out of new products.
  • Follow up, report & action on the Service Level Agreements contractually agreed with customers.
  • Manage and be responsible for the introduction process of new product / concept launches.
  • Starting with item creations followed by a delivery plan, meeting customers deadlines.
  • Coordinate operational calls/meetings in & externally, leading the action points and follow up with all departments & customer to meet introduction expectations
  • Handle product complaints until a proper solution is found, including customer communication and coordination with internal quality department and others.
  • Manage an open, pro-active, commercial and professional communication towards your customers on a daily basis and respond timely to urgent operational questions.
  • Customer visits and networking.
  • Motivate and inspire the internal stakeholders to continuously improve and deliver the customer requirements

Qualifications

Education:

  • Bachelor degree

Work Experience:

  • Min. 3-5 years’ work experience in a commercial back-office function
  • Proven customer account management

Personal Skills:

  • Able to build effective working relationships with customers, service partners and colleagues
  • Focused on continuous improvement and able to develop ideas into action.
  • Able to communicate at all levels of the organization.
  • Self-motivated, resilient, results focused and action oriented.
  • Good relator and able to think and act flexibly.

Technical Skills (Certification, Licenses and Registration):

  • High proficiency in Outlook, Excel, PowerPoint
  • ERP systems like Triton, Magic, SAP

 Language / Communication Skills:

  • Excellent language skills, fluent in English, Spanish is a plus

Ready to apply?

Send your CV and cover letter to gdockx@gategroup.com or apply directly via LinkedIn.