Customer Service Representative

Job Purpose

A customer service representative organizes & supports the good execution of orders from order entry to the final installation. This is a cross-disciplinary function that interacts and co-operates daily with Sales, Bid&Design, Plants, Logistics, Project Managers (PM) & Aftersales/Quality.

A glimpse of your daily mission

• As a Customer Service Representative you:

  - Clarify Customer or Dealer’s Purchase Orders

  - Request Special or 3rd parties Product codification to the Bid&Design and/or Data department when applicable

  - Verify Order Confirmation once registered and handle modifications when necessary

  - Handle Telephone communication with internal and external customers

  - Handle Daily Delay Management: communicate new Leadtime to Customers/ Dealer and reschedule the order in the system

  - Challenge Plants / Supply Chain departments to improve Customer’s order Lead times

  - Re-invoice Customers / Dealers according to Sales Terms and Specific Trade Agreements

  - Organize Shipment directly to Customer’s site or to the Installer Hub with the Logistic Team

  - Arrange the order installation when applicable: directly with Installer or with Project Manager

  - Provide Installer and Project Manager with accurate order and Customer information to proceed smoothly to Installation

  - Make sure that the order is properly installed thanks to the Installation Report

  - Manage your backlog / orderbook

  
  

• Your Sales Support Tasks:

  - Assures Customer/Dealer PO is compliant with Sales Terms and Specific Trade agreements

  - Supports Customer / Dealers / Sales in their request and in their Project implementation

  - Requests Price to Special department when applicable

  - Organizes the exhibition of mock-ups

  - Supports tender documents in coordination with Bid&Design and Sales teams

  - Establishes the request for advance invoice / proforma invoices

  
  

• Routine Tasks:

  - Participates in the daily Team meeting

  - Reports activities to Direct Management

  - Supports colleagues when needed on all accounts and areas

  - Is proactive in Continuous Improvement

Job Requirements

- Degree: 2 years of post-graduation studies in Business Support or Services / Business school degree

- Minimum of 5 years of Customer Service or Supply Chain experience, ideally in our industry

- Proficient in Dutch and English

- Demonstrate problem solving skills and high degree of professionalism and integrity

- Excellent communication skills with internal & external customers

Travel Requirements

- Occasional Sales & Company Events: Trade shows / Kick-offs

- Occasional Dealer and Customer site visits

- You work from our Amsterdam office (hybrid work after 6 months on the job training)

About Us

Haworth is one of the world's largest manufacturers of office furniture, providing solutions for tomorrow's customers worldwide. At the center of our work is the human being: What does a person need to work, what pushes them, motivate them and what makes people feel comfortable at work? Only if we can answer that question, we are able to introduce designs to our customers that will make them achieve their goals. To stay one step ahead, we invest in our own research, have a worldwide network of interesting partners and are part of think tanks around the world who are trying to think ahead. The family-owned company, headquartered in Holland, Michigan/United States, employs more than 8.000 people and is represented in more than 150 countries in Asia, Europe and America with subsidiaries and partners.