Responsibilities/Tasks



The Customer Care Associate is responsible for taking good care of the customer's base. Therefore, the Associate needs to be service-oriented and use his/her analytical thinking skills to provide a high level of service to customers across different vertical markets. In this role, success will be evaluated by building solid relations with external customers and internal teams.

• Customer & Product Support
• Troubleshoot logistic, product and procedural issues
• Act as a customer advocate to ensure timely delivery and engage in customer complaint process
• Complaint handling
• Actively participate with Client Services team to improve processes and efficiency utilizing ACE tools
• Add value to internal and external customers
• Order Support
• Purchase Order/Contract review; order qualification; post sales follow up; customer and program engagement; coordination with Sales, Professional Services and Supply Chain departments
• Phone support - field inbound calls regarding customer inquiries and orders
• Collaborate with Supply Chain/Inventory, Programming, Shipping, and Finance departments to ensure on time deliveries and consistent customer communication
• Proactive Outbound Follow Up Communication for new customer after they placed their first order
• Lead qualification and follow up with Sales
• Quote Management
• Account Set Up & Management
• Customer Relationship Management & ERP database maintenance
• Coordinate with Sales and customer to enter appropriate account information
• Return Materials Authorization for post-sale services
• Complete projects with little supervision and/or direction

Requirements

• Bachelor's degree in Business or related field
• Fluency in German and English is a must.
• Professional written and verbal English & German communication skills are required to clearly convey ideas, information, and concepts
• Experience with an ERP/CRM database and superior attention to detail to accurately input data and navigate a database are required
• Experience working with international customers
• Ability and desire to learn client base and industries
• Ability and desire to succeed in a cross-functional working environment required