Customer Care Representative

The Role:

We are currently recruiting for a Customer Care Representative (CCR) for a Galway client. The CCR will support customer service, project management and account management, serving as a key link between the customer and internal teams.

You will play a crucial role in the order management process by ensuring timely order processing, confirming realistic delivery times through the careful application and following established processes and procedures. In doing so, the CCR will work closely with cross functional teams at our European headquarters in Venray (Netherlands)
 
Responsibilities:

• Support customer service, project management, and account management, serving as a key link between the customer and internal teams.
• Play a crucial role in the order management process by ensuring timely order processing, confirming realistic delivery times through the careful application and following established processes and procedures.
• Work closely with cross functional teams at our European headquarters in Netherlands.
• Provide excellent customer service and continuously strive to improve customer satisfaction.
• Adhering to internal guidelines, the CCR will consistently apply pricing and surcharges in line with company policy to ensure both high service levels and revenue.
• Support both internal and external customers, closely monitoring potential risks and issues with customer orders, and escalating them to other departments - operations, process engineering, and planning, when necessary.
• Handle sample requests, provide order status updates, and facilitate various other customer requests according to set standards.
• Collaborate closely with operations, product specification, and process engineering to evaluate and optimize customer specifications, tracking key stakeholder’s metrics to proactively respond to customer needs within the order management process.
• Coordinate with planning and operations to establish achievable shipping dates and communicate updated order confirmations to the customer.

Requirements:

• Education and Experience: Bachelor's degree in a commercial field or related discipline. Minimum of 2 years relevant work experience in customer service, sales or account management, or equivalent combination of education and experience.
• CCR will have experience with CRM and ERP systems. Knowledge and experience in SAP & Microsoft Dynamics is a plus.
• Willing to travel to our location in Netherlands every 6 weeks to maintain optimal collaboration and communication with your colleagues in the CCR team.
• Customer focused & relationship management: The CCR can respond to changing customer needs and develop and strengthen partnerships. Along with the ability to deal with various interpersonal styles.
• Teamwork: The CCR work both independently and with (cross-functional) teams in Galway and Venray. In addition to maintaining relationships within the team, collaborate effectively to gather information, make decisions and suggest improvements.
• Communication skills: Excellent oral and written communication skills in English.
• Careful and structured: A keen eye for detail, but also have an overview of the bigger picture, able to prioritize tasks based on urgency.

For a confidential conversation about the role contact Owen Clancy at +353 86 060 2922 or oclancy@sterlingengineeringeu.com

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