German/ French Customer Services Rep
You will be responsible for:
Owning, logging & ensuring all daily customer services contacts & queries received via telephone & email are worked through to resolution per strict SLA's.
Focus on communication and ensuring that any systems/operational issues impacting customer shipments are proactively reported to the relevant teams.
*Compiling, reviewing and actioning reporting suites for our key account customer and business per KPI requirements.
*Actioning customer complaints received ensuring that detailed and accurate root cause/corrective actions are implemented, formally documented and submitted to the customer.
*Carrier management including tracking open customer orders through to delivery/return/claim and actioning exceptions as they arise.
*Carrier performance reporting against agreed KPI's and actioning trends for root cause & corrective actions.
*Participating in weekly carrier & customer task meetings along with monthly reviews & QBR's.
*Compiling and managing billing activities for all carrier and customer transactions.
*Providing daily/weekly/monthly reporting per required customer & carrier customised reporting requirements.
*Being the voice of the customer.
Job Knowledge Required
*Fluency in oral & written English is essential.
Fluency in French or German is essential
* experience in a high tech customer services and logistics' environment.
*Excellent knowledge of the Microsoft office suite, with proven reporting & presentation skills.
*Responsiveness in dealing with Customer requests.
*Attention to detail for billing, process analysis, customer complaints investigations & reporting activities.
*Excellent interpersonal skills.
*Ability to work as part of a team and assist other team members during peak volume periods
*Experience in carrier network management.
*Project Management experience in a high tech customer environment
Adecco Ireland is acting as an Employment Agency in relation to this vacancy.
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♦ The business of the Adecco Group UK & Ireland is transacted via a number of differently branded trading entities, as follows: Adecco UK Limited, Adia Technology Limited, Modis International Limited, Badenoch and Clark Limited, Ajilon (UK) Limited, Office Angels Limited, Penna plc, Pontoon Europe Limited, Roevin Management Services Limited, Spring Technology Staffing Services Limited.