Customer Service Representative
1 maand geleden
Overview:
Here at Enerpac, we’re on a journey. We’re building a culture that celebrates the diverse makeup of our business. A culture where inclusiveness is more than just an initiative. Somewhere we all feel accepted, valued, and equal.
Your unique perspectives, experiences and backgrounds hold the key to unlocking solutions that drive our business forward. Enabling us to continue to develop innovative new products that work under the most challenging conditions anywhere in the world.
To unleash the power of diversity within our business we will continuously seek out new ways to empower teams to reach their full potential. Removing barriers to inclusion and championing a better workplace for us all.
For our Enerpac location in **Hengelo**, the Netherlands, we are looking for a fulltime
**CUSTOMER SERVICE REPRESENTATIVE**
**Key Responsibilities**:
- ** After Sales Support**: Serve as the main point of contact for customers seeking after sales assistance for heavy lifting and machining products. Respond promptly and professionally to customer inquiries, provide accurate information, and offer guidance to resolve their concerns. Keep track of the After Sales mailbox and Sales Force.
- ** Service Coordination**: Coordinate and schedule service requests for field commissioning, repairs, and maintenance. Liaise with internal technicians, field service engineers, and external vendors to ensure timely and efficient service delivery. Support the service activities with the formulation, distribution and follow up of service / inspection reports and proposals
- ** Technical Troubleshooting**: Diagnose and troubleshoot technical issues reported by customers, providing remote or on-site assistance as necessary. Collaborate with technical teams to identify root causes, implement solutions, and ensure customer satisfaction.
- ** Spare Parts Management**: Maintain an inventory of spare parts and consumables for capital equipment. Coordinate with suppliers and logistics teams to ensure availability and timely delivery of required parts to support service activities.
- ** Warranty Administration**: Manage warranty claims and ensure adherence to warranty terms and conditions. Work closely with customers, service providers, and internal teams to process warranty claims, track progress, and provide regular updates to stakeholders. Actively contribute to reducing overall warranty costs. Monitoring the quality and progress of services in factory and on location at the customer. Monitor the quality and progress of services in factory and on location at the customer.
- ** Documentation and Reporting**: Maintain accurate records of customer interactions, service requests, and resolutions using appropriate systems and tools. Generate reports on aftersales activities, including service performance metrics, customer feedback, and trends, to identify areas for improvement.
- ** Cross functional Interaction**:Support with the Aftermarket manager with commercial data analyses, detecting trends and translating these into growth strategies. Support with implementation, monitoring and adjusting these strategies where required. Cooperate with the sales, production, customer service, quality and engineering departments.
**Required Capabilities**:
- Bachelor's degree (HBO) in a relevant (technical) field (e.g., Engineering, Business Administration) or equivalent work experience.
- Proven experience in aftersales support, service coordination, or a related field, preferably within the capital equipment industry, preferably within an aftermarket organization or multi-disciplinary (field)service business. Minimum 5+ years of experience.
- Strong technical aptitude and the ability to understand complex equipment and systems.
- Excellent problem-solving and troubleshooting skills, with a detail-oriented approach.
- Exceptional coordination and organizational skills, with the ability to manage multiple tasks and prioritize effectively.
- Excellent communication skills, both verbal and written (Dutch & English, German is a pre), with the ability to convey technical information clearly and concisely to customers and internal stakeholders. Team player
- Proficiency in using customer relationship management (CRM) software, ERP system (e.g. Oracle or SAP) and Microsoft Office Suite.
- Customer-centric mindset and a passion for delivering exceptional service.
- Ability to work independently, as well as collaboratively in a team environment.
- Flexibility to travel occasionally to customer sites for on-site support and service coordination.
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