Customer Service Representative


The main responsibilities of Customer Service operations are the processing of orders / RMAs and providing customers with timely information regarding the availability of existing or new products, if applicable. The aim is also to ensure that team members use every opportunity to create add-on sales to the customer.

As part of the Customer Service(CS) Team, you will closely cooperate with the Sales and Technical Support teams and …

  • support the local CS team in accomplishing their core tasks (see “Duties and Responsibilities” below)
  • act as back-up within the global Vanderbilt CS team
  • support in global tasks were applicable
  • be part of optimisation and innovation projects with an impact on the global CS teams

Duties and Responsibilities will include the following, but are not limited to …

  • entering and processing customer orders and RMA requests in our SAP system
  • providing customers with timely information about availability of products
  • confirm orders with all relevant details
  • clarifying logistics with customers, procurement and warehouse partners
  • supporting Finance with standard payment information
  • handling of dispatch and export clearance
  • supporting customers at best in handling day-to-day business
  • actively seizing add-on sales opportunities
  • support in the training administration and offering
  • supporting customers with pricing and basic offers
  • Documenting and updating the CRM
  • Creating quotations for customers through the CRM

Competencies, Education and / or professional Experience

  • good business knowledge and professional behaviour
  • sound knowledge of ERP (SAP module SD) and CRM systems, combined with the ability to use these tools effectively and efficiently in line with the defined processes
  • solid command of Business English to professionally communicate with customers and colleagues internationally.
  • proven data analysing capabilities and experience in handling Excel spreadsheets
  • structured, motivated, self-driven work approach and good planning skills
  • project handling skills
  • able to work effectively within a team, to support others, and to maintain strong relationships at all levels
  • able and willing to work in a company that is characterized by a large variety of cultures and market-specificities. The sensitivity to different cultural practices and national standards is essential to maintain credible relationships with major stakeholder groups.
  • familiar with mainstream European business practices and standards of governance