Customer Experience Agent

Title: Customer Experience Agent
Description of tasks:
Business Support:
· Order Management: Manage and handle Sales Orders according to current processes. Secure adequate follow up on orders, all through the supply chain.
· Complaint/SRO Management: Manage and handle complaints and return orders, according to current processes. Secure follow through and closure on open customer topics.
· Business Support: Handle and manage various customer/distributor inquires.
· Finance related tasks: Overdue invoices, credit/rebill actions to rebalance accounts.
· Administrative: Sales Orders, SRO, Sample, Freight tracking and discount tracking. Bi-weekly updates to the team and monthly Report.
· Active part of the complete EMEA CS group. Backup for all CSR´s in peaks and unknown situations.
· Ad hoc tasks: Delegated by Customer Service Director.
Back-up for: Business Supporters in CS EMEA.
Substitute: Business Supporters in CS EMEA.
Responsibility/authority: Solve above tasks, timely and according to current procedures and instructions.
Staff responsibility: No

Required qualifications:
· Education
· Relevant degree in Customer Service, Sales Support, or Business Administration.
· 5+ years of Business Support/Customer Service experience.
· Process and system knowledge.
Practical skills
· Experience with international Customer Service.
· Experience with international Order Management, Complaints/Credits.
· Experience with working in larger and complex international organisations.
· Well-versed in MS-Office and knowledge to NAVISION or equivalent ERP systems.

Personal skills

· Expected to have or gain in-depth understanding of the nature of the company business, to be able to provide the needed support.
· Expertise in the use of modern technologies.
· Strong ability in business and customer support.
· Collaborative, service minded, structured and quality conscious. Detail oriented, and sense of the big picture.
· Having the ability to and interest in navigating in and adapting to a busy and changing environment.
· Proactive, open, and honest in all aspects of work.
· Criteria for success Solving tasks within deadlines to desired level of service, in order to provide exceptional customer experience.
· Language(s) English and preferable Arabic language is mastered in writing and speaking.