Our client is part of a large, leading international multi-channel distributor of business supplies, furniture and equipment, the number one office supplies omnichannel reseller with a dedicated B2B sales organization. With a long market history, it distinguishes itself by the high quality of its’ products, excellent service, as well as the proximity to, and close relationship with its’ customers.
For market entry into the Polish market we are looking for an experienced and dynamic professional for the position of:
Customer Service Representative (Sales Division) – Workplace Solutions
Place of work – Warsaw
Overall Profile
* Efficiently process all customer presales / aftersales queries and orders and effectively manage the customer relationship, consistently providing excellent customer service and assisting in achieving the departmental goals.
* Build up on order and customer value on inbound and outbound contacts
* Detect any opportunity to grow the business and effectively communicate information to marketing or sales experts
Responsibilities:
* Record and process orders and / or inquiries received via all touch points and ensure a correct understanding of the reason for the contact
* Provide efficient and effective service to customers, ensuring all internal targets are monitored and met and that the question of the customer is answered or expectations managed (Questions can be on products, delivery process, marketing offers, invoices or any topics on the order to cash process)
* Develop any opportunity to increase order value or grow the customers value
* Use outbound calls to welcome and discover first order customers
* Use campaigns to reactivate customers, relay special offers
* Undertake handling of complaints and difficult contacts
* Suggest additional and / or alternative products or services to meet customer needs as well as refer customers to other departments when the question or complaint requires this and ensure second line support is properly briefed
* Exploit all opportunities to strengthen client relationships, particularly by developing major clients or larger client portfolios according to agreed strategy
* Handle all administrative duties related to the customer service role such as filing, documentation and dispatch of relevant documents
* Develop and maintain extensive understanding of all products, services, systems and processes in order to deal with a variety of questions
* Constantly monitor customer feedback to ensure corrective action taken to improve customer satisfaction
* To be an expert in company products and services
Requirements:
* Minimum vocational education, bachelor in Administration/Economics/Business preferred
* 2 years’ relevant experience in Customer Service or Sales (office based)
* Experience in all customer service areas (e.g. after sales, large and small customers, online and voice) with ability to support in planning and training activities.
* Ability to work independently, in accordance with procedures and share knowledge across the department
* Strong communication skills and relationship management approach
* Experience in coaching and developing other team members
* Very good English is a must
Offer:
* Challenging and exciting career opportunity with a highly respected international company holding a leading market position.
* Attractive employment conditions, benefits and incentives
* Ambitious and challenging tasks with a stable international player
* Opportunity for professional development
If you are interested in such a challenging career opportunity, please send your detailed CV in English, in complete confidence, to Rita Maciurzyńska-Nowak, GoodMan Recruitment Agency:
Nr. Ref.: CSR/PL
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