International automotive company is looking for a talented commercial support officer.
Who will help us to further improve our customer satisfaction?
We are looking for an organized colleague who will coordinate and streamline Customer Requests in the most customer satisfactory and effective way. Customer Requests pop-up in our commercial contacts, mostly after a sale, and can be quite divers; a request for additional information or documents, an issue during transport, the handling a damage claim, etc. At this moment we are processing such requests in different ways in different departments in our company.
With this new position, the goal is to have a coordinator with a birds-eye-view. Someone who is not only able to get an issue solved, but someone who can also do root-cause-analysis when problems repeat. The Customer Service Coordinator will have first and foremost a coordinating role. She/he will make sure that we -as a company, and subsequential our departments- are responding to customer requests to the best of our abilities.
Our Sales Traders focus on selling new and used cars to our B2B customers and in some cases to end-users. They are and will stay the first point of contact for our customers. Our Support department plays a central role in the purchase and sale of vehicles, streamlining the flow of vehicles and documents from supplier to our customers. The Support team takes care of all back-office activities. Our support-officers and buyers are in direct contact with our suppliers. Our Logistics department is in contact with transporters. The Customer Service Coordinator will interact and coordinate between these departments, and will act as a liaison between our commercial team (Sales Traders) and our back-offices (Support and Logistics).
Although you will be a part of our Support team, you will thus work closely together with our Sales Traders on a daily basis. We are approaching the fulfilment of this vacancy with a “customer-first-mentality”. We expect you to play an important role in the improvement of our customer service levels. This position is new in our company. Because of that, we are not just looking for a colleague who wants to fulfil the job. No, we are really looking for somebody who is able to design and craft this position together with us.
In short, we offer a challenging position for an organized, commercial person, who does not necessarily aspire to be in direct contact with clients, supplier or partners. Instead of that you work with your colleagues to deliver the best service possible. We are looking for someone who has the ability to be the (co-)architect of a position that is not (yet) completely described.
You will have an integral part in setting up our new customer service structure. You will help to create and improve the platform on which we will manage our Customer Requests. Subsequently, you will be in charge of timely and accurately coordination of the Customer Requests where client satisfaction always comes in the first place.
You need to be able to handle challenging requests and work closely together with the Support team and other colleagues to find the best solutions. You will be supported in your role by the Team Lead Sales and the Operations Manager.
After an intensive onboarding period, your daily routine will include the following tasks:
• Pro-active contribute and help creating the Customer Service platform.
You will have the freedom and responsibility to come up with ideas and initiatives.
• Coordinating incoming Customer Requests. Making sure all requests are picked up and processed in a customer satisfactory and effective way. You will be the key person that will liaise with other departments to work towards solutions.
• Signaling and escalating any problems outside your span of control.
• Recordkeeping of process steps in our internal ERP / CRM system Salesforce.
• Monitoring KPI’s via dashboarding and reporting tools.
• Suggest improvements to further improve customer satisfaction and efficiency.
• Setting up / maintaining an internal knowledge base.
What kind of person are you?
You are a hands-on and enthusiastic team player. You are outgoing and driven to go for the best solution possible, keeping in mind customer and commercial interests. You have eye for detail and are used to working in an environment where high level of accuracy is crucial.
At Network4Cars we employ 60+ international specialists in total, who speak at least 10 languages among themselves. The connecting language however is English. The ability to speak Dutch is not required but is preferred in this position
• You operate on a Bachelor level or equal level (higher education/university college/applied science)
• You have relevant work experience in the field of customer success / customer service
• You are energetic and always looking for solutions rather than problems
• You are a likable person and are able to move people in the same direction
• You are able to organize your work in a timely and efficient way
• You are proactive, stick to deadlines and have a high level of accuracy
• You have good knowledge of working with CRM/ERP systems. Salesforce CRM is pre.
• You have a high proficiency in English. A native/secondary language would be a nice extra.
What do we offer?
We offer you a challenging position in a fast-growing company in the international automotive industry. You will work with passionate colleagues from various backgrounds and cultures in a professional and informal working atmosphere. Your workplace is located in a modern office in Nieuw-Vennep, walking distance from the train station and a few minutes from the highway A4.
What do we offer? [continued]
The position is full-time (40h working week), however depending on the candidate we are willing to consider also part-time fulfilment.
We offer a competitive salary and modern terms of employment, including an attractive -performance based- bonus/incentive scheme. Details of which we gladly share and discuss with you, when interested
Are you interested?
Are you the superstar we are looking for? In that case, do not hesitate to send us your CV to firstname.lastname@example.org. Do you want to know more about the vacancy, please feel free to give Bart van Ruiten a call on 0252-740743.
We are happy and proud that we are a company with great diversity (ethnicity, age, gender, belief, preference, disability), so do not hesitate to apply. We can always be more divers! The connecting language between all our nationalities is English.
Network4Cars is a dynamic and entrepreneurial frontrunner in the automotive industry and we are well on our way to becoming the market leader in the international trade in new and young used cars. Our Pan-European approach enables us to manage wholesale supply and demand across countries. We operate with an international team of skilled and passionate automotive specialists, all with an excellent feeling for quality, service, market standards and efficiency.
Network4Cars has been an established name for over 20 years. We are one of the larger actors in our market space, selling 10,000+ vehicles per year. We have offices in several countries and a HQ in The Netherlands. We run our company with a team of 60+ enthusiastic people. The company culture is informal and result-driven.