Roles and Responsibilities:

Acquisition and Enquiry

• Support sales growth using Lead Management processes and Multiplication of Applications in cooperation with Sales Team
• Provide front line basic technical support, participating in necessary training to ensure up to date knowledge
• Support Sales Team in all aspects of customer activities, including pro-active calling, appointment setting for qualified leads and visits
• *Shall support the FSE with data administration in CRM or *shall be responsible for the administration of CRM data for her/his own group of customers (C-customers), creating necessary activity records or tasks for FSE relating to pro-active function. * delete as appropriate
• In agreement with the FSE/MD, *has joint responsibility according to local guidelines for specific customer groups / *has sole responsibility of specific customer groups (e.g. C-Customer) *delete as appropriate

 Order Handling

• Provide full customer support through quotation, order processing and after sales requirements
• Order review for non-conformities
• Order processing via all mediums (EDI, smartEDI, eShop, OCR and hard copy), verification of data and customer confirmations
• Pro-active follow up on deliveries to ensure high service level
• Process all activities related to purchasing/subcontracting requirements, whether related to HCS activities or with local suppliers or Internal Warehouse
• Ensure efficient communication on supply chain topics with relevant operational teams.
• Regularly review and take action on short falls regarding backlog reports

After Sales Support

• Follow up support to all customer order related queries
  • Complaints handling, liaising with related internal departments for quality/warehouse issues
  • Return shipment processing and administration of related credits
  • Administration of repair and replacement process
  • Pro-active customer satisfaction measurement

   Digital Transformation.

  • Actively promoting eShop, digital sales tools and processes internally and externally, ie. for customers and potential customers
  • Assist customers with navigation of website and eChat enquiries