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.