Senior Customer Service Rep Aftermarket

Job Information

Position Summary: 

Provide administrative support to a Distributor Network of 15-20 dealerships, as the single point of contact. Good Customer Service aptitude is essential for this position as well as the ability to work cohesively in a team driven by process & performance improvement metrics.The ideal candidate should speak, besides English, French and Italian.

Role & Responsibility

Customer Interface & Support (1st point of contact for dealers):

• Be first point of contact for customers for questions /concerns about their orders (leadtime, order status, logistics, etc)
• Proactively manages orders in order to prioritize available stock.

Customer Order Management:

• Act and react proactively (daily frequency) in relation to open orders report in order to make sure all orders are processed and treated.
• Manage the discount (quoting) approval process to ensure effective and efficient commercial pricing process.
• Process & resolve order holds (roadblocks removal and release)
• Manage & resolve disputes related to credit notes, damages & price issues
• Manage changes to deliveries (adress changes)
• Manual order entry in case of special orders (consignment & fairs)

Cross Functional Support:

• Liase with the Supply Chain Team for availability, lead time, orders status.
• Liaise with internal teams (Supply chain, Credit, Sales,Product Line) to promote order fulfilment and customer satisfaction
• Actively participate in Sales & Dealer  
• Meetings to promote understanding of
• Doosan’s dealers & Marketplace
• Create & monitor reports for on time order entry, booking and progression of orders
• Resolve together with IT/Data
• Governance system related issues

Job Requirement

• Education & Qualification:  Administration - Bachelors Degree / Allow Equivalent
• Excellent computer skills – experience of an ERP system
• Excellent communication skills
• Cross border sales administration experience
• Fluent English + Italian + French.
• Any other European language is an   asset.
• Strong Systems Experience (MS  Office, Oracle 11i etc)
• Strong Process Experience
• Ability to handle multiple demands and adhere to deadlines
• Strong attention to detail.
• Excellent written and oral communication skills
• Time management and organizational skills 
• Experience: 5>7 years
• Travel Standard: < 10%
• Minimum of 4-7 years relevant experience in a process based multi-national environment      
• Flexibility to travel across Europe.
• Global Breadth: Single-Site (One Location)