Customer Service Representative (Back Office) Ref. No: 8093

Our client, a global chemical company, creates the building blocks for countless consumer and industrial products that are part of your everyday life.
Employees are united around a common goal: enriching lives through innovation.
Due to dynamic development, we are looking for a person for the following position.

Region: Kraków, małopolskie

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Requirements:

• Fluency in English
• Bachelor's or Master’s Degree
• Strong interpersonal and communication skills
• Flexibility to adapt to a demanding environment
• Attention to detail and strong organisational skills
• Demonstrate a high level of initiative and be goal driven
• Customer Focus
• Experience in Customer Service or related area in a global organisation – would be a benefit
• SAP knowledge and S&OP experience – would be an asset

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Responsibilities:

The CSR Back Office supports the customer, Customer Service Representative, Commercial and Supply Chain team in the delivery of defined, high quality, transactional and business services associated with the complaint and return processes. Delivering to agreed performance and cost targets, on behalf of all relevant departments and sites in an environment that encourages continuous improvement to the underlying global processes and outcomes.

• Completion of the complaint/return process from receipt through to dispatch and then credit/debit notes, using standard SAP processes and functionality
• Proactively respond to customer queries e.g. complaint/return status, thereby ensuring a high level of customer service
• Follow established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to all Key Performance Indicators, Service Level Agreements and Quality Standards to maximise customer satisfaction
• Monitor customer complaint/return status on regular basis, resolving problems with potential customer impacts e.g. credit blocks, delivery issues
• Control the return delivery process in SAP, preparing associated documentation, ensure system housekeeping is up to date
• Support the delivery of rebates and commission payments in association with the Pricing Office
• Continuously implement the Customer Service Vision
• Serve the customers according to measurable service standards
• Create and maintain a close working relationship with CSRs, Sales, Finance, Logistics and Supply Chain team members

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We offer:

• Medical insurance
• Short-term sickness fully paid
• Employee Assistance Program (psychological healthcare)
• Life and Disability Insurance
• An attractive salary package (yearly bonus related to your goals)
• The MultiSport programme
• Hybrid work model
• Possibility to work in a highly professional, stimulating and challenging work environment
• Attractive office location in City Center with excellent public communication access (next to Galeria Krakowska) and parking space
• Friendly and supportive company culture
• Onboarding and training for new employees
• Possibility to take part in creating new centre, where you can build your career

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