Guardian

Customer Service Coordinator – South-East Region

PL-Katowice
REF.
2018-1638
Category
Customer Service/Support

Overview

Guardian Industries, a global company headquartered in Auburn Hills, Michigan, employs around 17,000 people and operates facilities throughout North America, Europe, South America, Africa, the Middle East and Asia. Guardian’s diverse group of companies are involved in the manufacture of high-performance float, coated and fabricated glass products; the manufacture of high-quality chrome-plated and painted plastic components for the automotive and commercial truck industries; and the distribution of specialty building products. Guardian’s vision is to create value for customers and society through constant innovation using fewer resources. Guardian is a wholly owned subsidiary of Koch Industries, Inc. Visit guardian.com for more information.

 

For our location based in Katowice, Poland, we are looking to hire a Customer Service Coordinator with Croatian or Serbian language speaking skills immediately with following main tasks: 

  • Provide service to Guardian customers in line with standard operating procedures, guidelines and best practices. Ensure effective communication and availability in accordance with specific Customers’ country working time regulations. The scope of Customer Service responsibilities includes but not limited to:

- Providing Customers with information on orders’ status and deviations from standard Service Proposition conditions

- Ensure every non-standard order situation is addressed and managed in a most time- and resource efficient manner, with proper alignment to customer needs

- handling urgent orders’ requests as well as post-sales process, including claims, through proper alignment with internal stakeholders (Production, Supply Chain and Logistics, Sales, OtC and other)

  • Regional operational responsibility – Region: South East Europe, Sub-region (main focus) Balkan countries.
  • Process customers’ orders using Company’s system resources, ensuring changes are properly captured and adjusted in the system so that Customers receive correct order confirmations on time.
  • Supporting front-line sales organization with most recent market information.
  • Supporting OtC organization in debt collection and timely payment collection.
  • Contribute to short and long-term sales forecasts inputs and adjustments.
  • Add value to Customer Service operations through continuous focus on improvement opportunities and ownership of arising actions.

Responsibilities

 

  1. Responsible for keeping proper communication with Customers through e-mail, phone and other appropriate means of communication, acting as first point of contact and advisor for order status update and product availability.
  2. Responsible for E2E Customer Service process, taking care of all actions necessary to successfully process orders. This includes monitoring and securing product availability, logistics and warehouse capacities.
  3. Ensure orders are entered correctly system-wise and in line with sales agreements and contracts including price and delivery conditions, products’ specifications.
  4. Ensure Customers’ database is regularly updated and maintained, responsible for data accuracy in systems and proper set-ups in systems and tools.
  5. Handling disputes and complaints.
  6. Back-up relevant operational scopes
  7. Maintain effective communication with all internal partners to ensure successful fulfilment of orders
  8. Learn, retain, refresh and maintain best possible knowledge of Company’s products and Customer Service Proposition.
  9. Representation of the Company on occasions of any Customer face to face events including customer visits.
  10. Responsible for proper handling of market related information internally and externally including feedback to Outside Sales organization.
  11. Deliver regular operational feedback to Line Manager, give proper visibility of KPIs and investigate any service deterioration root-causes to ensure earliest possible service recovery
  12. Support internal and cross-teams initiatives and continuous improvement culture
  13. Being compliant with Company’s guiding principles and other internal regulations.

 

 

Qualifications:

  • Strong sense of Service / Customer Focus
  • Excellent organizational skills and a great sense of initiative
  • Very rigorous and methodic
  • Autonomous and proactive
  • Excellent communication skills
  • Business understanding and entrepreneurial spirit
  • Enthusiastic and team spirit
  • Adaptability and flexibility; ability to work under pressure with tight deadlines
  • English language min B2 level, Serbo-Croatian language min B2 level, knowledge of Romanian is an asset
  • Advanced understanding of Microsoft office applications, especially excel
  • Some experience in a similar position in an international industrial company

You will report  remotely to the Inside Sales Manager based in Hungary,

What do we have to offer?

Guardian companies are committed to offer a competitive compensation package and an opportunity for you to maximize your potential. We pride ourselves in promoting career opportunities in an open environment, which encourages individual development and gives you opportunities to expand your knowledge and work as part of a global team. We offer a unique professional experience in a culture based on integrity, compliance and value creation. If you are interested in finding out more about our culture, please visit us on our website:

https://www.guardian.com/en/about_us/market_based_management.html

 

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