Sr Cust Exp Specialist

• Order entry, shipping and invoicing
• Handle incoming calls or inquiries from prospective customers or clients
• Transfer customer calls to appropriate staff
• Provide customers with general product and service information.
• Identify, investigate, and resolve customer issues using the database/ERP system, including complaint registration and follow-up in Salesforce Data Center (SFDC).
• Follow-up on outstanding customer inquiries
• Assist customers effectively by solving customer disputes
• Completing supporting paperwork
• Interface with logistics service providers to ensure seamless shipping and delivery to customers.
• Set-up of new customers in SAP and update existing records where needed
• Research billing issues
• Issuing credit and debit notes
• Assist sales and marketing with sample dispatch
• General administrative support (sending out invoices, filling in document templates, …)
• Keep records of customer interactions (for instance, by using Services for Object)
• Process documentary credit orders (L/C, CAD etc.), review and coordinate related documentation using the online tool provided by the bank
• Contact banks, authorities, consulates, concerning export and import completion or status of documents
• Request for material set-up
• Extracting customer specific data to assist sales
• Providing data required for commercial decisions (such as VAT, duty, incoterms)
• Maintain on-time delivery and reason codes
• Foster relationships with internal and external customers
• Be the prime contact for audit related queries

• You have a bachelor's degree or you are equivalent by experience.
• You have at least 3 years' customer service experience.

• You speak English fluently.
• You have experience in international order processing and logistics required: i.e. the document-flow for international orders, documentary credits, international shipping documents, export and import regulations.
• You are familiar with Incoterms.
• You have skills with good PC the willingness to learn new programs. Experience with SAP or other ERP systems is preferred.
• You are a strong team player, open to feedback.
• You have strong interpersonal communication skills and are highly customer focused and responsive.
• You work proactively and organized.
• You are stress resistant and positively minded.
• You are a motivated and flexible person capable of taking initiative.
• You have attention to detail.