Description

Customer Service Representative Role

Role Intent

The Customer Service Representative (CSR) provides exemplary customer service and support to customers by being able to proactively navigate and diagnose customer needs and respond using a wide and dynamic base of information and resources.

The CSR interfaces with customers and coordinates with multiple business and functional partners to deliver exceptional service to customers and contributes to AgCo business success. The CSR manages the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives to the customer at the correct time, with the correct product, with the correct equipment and correct paperwork. In the event of a service failure, the CSR initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected that the CSR knows what it takes to go above and beyond the daily calls from customers; to build and maintain customer loyalty and confidence.

Key Responsibilities

• Order Management: Handles routine and non−routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing locations, various modes of transport, and a broad range of products. This requires the ability to multi−task with critical thinking and analyzing skills. Responsible to receive and record customer complaints and facilitate resolution in cooperation with internal partners.
• Inventory Management & Logistics: manages local distribution warehouse inventory, inventory accuracy and replenishment planning in collaboration with Supply Chain, as well as secondary distribution logistics with a high degree of accountability
• Customer account management, Credit and Collections: manages customer account in collaboration with Sales, Credit and Accounts Receivables. Responsible for accounting transactions related to invoicing, credit notes and payment receipt. (we need to confirm how far collection is included in CS)
• Reporting, Metrics, Audits: supports Sales and overall Business by providing appropriate Customer, Sales, Inventory, Warehouse reports; tracks On−Time−Delivery, Invoice Accuracy, Customer Complaints, Speed−of− Resolution and Delivery−in−Full; regularly obtains customer feedback to continuously improve service delivery.
• Supervise
• Reports to Customer Service Country Leader

Key Stakeholders and Interactions

• Internal: CS TL or CS Lead, Sales Representatives, Supply Chain Scheduler, Supply Chain Replenishment Planner, Credit Manager, CS SME
• External: Customers, Consignment customers, Distribution Warehouses, Carriers

Key scorecard

• Exceed customer expectations through successful customer relationships and first−call issue resolution
• Proactive order management and issue resolution
• Create business value through the optimization of freight, ability to prevent pre−buys, utilizing optimum ship points and package size as well as logistic improvements.
• Comply with internal and external control requirements
• Understand the business and speak knowledgeably with customers in their local language
• On Time Delivery / Invoice accuracy / Customer Satisfaction

#LI-RB1 #LI-Hybrid

Qualifications

Here is what we are looking for:

• Professional experience in the field of customer service, order processing or logistics/supply
• Operational experience in the application of SAP R3
• Very good KNOWLEDGE of MS Office (especially Excel, Teams, SharePoint)
• Fluent in Danish - and good knowledge of English
• Team player
• Structured and detail oriented
• Customer-oriented thinking and acting

Who Are We Looking For?

• Curious, bold thinkers who want to grow their careers and be part of a winning team
• Market shaping individuals who want to transform the agriculture industry to meet the world’s growing need for food
• Collaborators who thrive in a diverse, inclusive work environment
• Innovators who bring initiative and fresh ideas that drive our business into the future and make us an industry leader

Growing What Matters Starts With You… What We Can Offer To Help You Grow?

• Opportunity to be part of a global industry leader working to discover solutions to the most pressing agricultural challenges of our time
• Challenging work assignments that grow your skills, capabilities and experiences
• Opportunities for international rotations and relocation that will expand your global view and cultural experience
• Diverse, inclusive work environment where employees bring their whole selves to work and feel heard, valued and empowered
• Dedicated and customized resources to help grow your professional skills, industry expertise and personal perspectives. 
• Joining us is a natural opportunity to strengthen your professional network through valuable relationships.
• Support the health and well-being of every employee by offering world-class benefits, meaningful work and competitive salary
• Performance driven culture with a strong focus on speed, efficiency and agility