Customer Support Representative

Hybrid
- Alfortville, France
Business Operations/Customer support

Job description

Do you enjoy working with customers, solving problems, and keeping things running smoothly behind the scenes? We’re looking for a Customer Support Representative who is passionate about delivering excellent service and creating great customer experience every day.

Purpose of the position:

The Customer Support Representative is striving for excellent customer satisfaction. This role is the first point of contact for our customers, handling the order-to-invoice cycle, and answers all incoming inquiries including customer complaints. Ensure a successful service by partnering up and coordinating with internal departments.

Position content:

Perform order fulfilment activities in compliance with services levels according to the customer segmentation (Operational Service Packages) of assigned customers
Handle daily activities and communication in the order to invoice cycle, including digital and manual order processing, backorder management.

· Monitor SAP order to fulfillment pipeline (blocked/open orders) on a daily basis

· Handle and follow up on customer claims including creation of credit/debit notes, returns and replacements, and other tasks ad hoc tasks

Process general customer inquiries via phone and e-mail regarding company, products, prices, and delivery fulfillment
Maintain information on customer platforms (for order to invoice) when required
Collect, document and lead internal optimization activities to improve customer scorecards and ensure customer excellence
Collaborate with cross-functional teams, including supply chain, and finance, to ensure smooth order processing and timely delivery
Actively generate and implement ideas for internal process optimization and towards the customers (First Time Right Methodology)
Constantly adopt the change in new processes, new tools, new ways of working overall with AI roll out.
Constantly analyse and support efficiency optimization to improve KPIs.

Scope: Local

Budget responsibility: No

Leadership: No

Job requirements

Capabilities:

University degree or equivalent knowledge in the field of Business Administration, Supply Chain Management (SCM)
Very good written and spoken English / Dutch skills (B2 level or higher)
One or more local languages required in the assigned geography
2+ years of relevant professional experience in an international, matrix-organized company
Experience in Customer Service/other direct customer facing roles is a plus
Ideally good SAP SD skills including EDI as well as CRM (MS Dynamics)
Strong service and excellent customer-oriented communication and problem-solving skills
Enjoying a variety of administrative tasks
Flexible, self-organized and able to work under pressure
Team player with a reliable and structured working style
Comfortable working in a changing, dynamic environment
High digital affinity and passion for working with digitized systems and processes

Hybrid

Alfortville, Île-de-France, France

Business Operations/Customer support

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tesa takes the protection of your personal data very seriously and processes your personal data in accordance with national and European data protection provisions. We would like to inform you about the way we collect and process personal data when you apply for one of our open positions.

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As part of the application process, we process data from you that we need to decide whether to establish the employment relationship. In particular, this includes your contact details, such as your name and address, as well as all data related to the application, such as your CV, certificates, qualifications, answers to questions.

tesa processes your personal information in connection with the online application via our application management system and also to assess your potential work-related applicability. In doing so, we process the information you provide based on the legal basis of contract preparation/decision to enter into a contract. If you voluntarily provide us with additional personal data, we process this on the basis of your revocable consent.

Also, we process personal data for statistics and reporting purposes in accordance with our legitimate interest of following up and reporting on the applications received for the open positions.

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When applying via our career website/ our application management system, your personal application data will be retained after the conclusion of the application process if this is necessary to protect our legitimate interests in the legitimate interest of warding off any legal claims, but no later than 6 months after the position has been filled.

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For our application management system, we use the service provider Recruitee, with whom we also signed a Data Processing Agreement.

You may access the privacy policy and description of the technical and organisational measures of Recruitee here:

https://recruitee.com/privacy-policy

If necessary, we may also disclose data to further trusted third party service providers who support us, for example, in the areas of IT or archiving and destruction and with whom separate contracts for data processing have been concluded.

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dataprotection@tesa.com

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Contact Details

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Should you have any questions or complaints related to data protection or wish to

withdraw a consent, please contact us at: dataprotection@tesa.com

Data Protection Officer

We are advised by our data protection officer in meeting our data protection obligations. For any type of request or question related to your personal data, please include “tesa” in the subject line of your request if you are writing an email to the DPO.

DSN Group/ datenschutz nord GmbH

Jennifer Jähn-Nguyen Sechslingspforte 2 22087 Hamburg dataprotection@tesa.com

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What you can expect :
At tesa, we create adhesive solutions that improve the work, products and lives of our customers.
How we do it? At tesa, we dare to create! Therefore, we team up, we challenge our-selves and we set the pace. But we don’t just do that somehow. We act responsibly and always focus on our customers. Because only then we are able to achieve our goals and continuously improve our results.
We are an Equal Opportunity Employer and regard diversity as important for our long-term success. We expressly reject all forms of direct and indirect discrimination. All qualified applicants will be equally considered for employment regardless of their national origin, background, personal preferences and beliefes.
If you want to find out more about tesa please visit us on our corporate web-page www.tesa.com and social media.
tesa #APlaceForYou

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