美国艾力高有限公司上海代表处
客户服务代表
职位信息：
美国艾力高有限公司上海代表处 公司行业： 加工制造 电子技术/半导体
仪器仪表及工业自动化 贸易/进出口 公司类型： 外商独资 公司规模： 20-99人 职位类别：客户服务/技术支持 工作地点：上海 发布日期：2007-06-27 申请职位 工作经验：1-3年 最低学历：本科 职位月薪：面议 工作性质：全职 招聘人数：若干 管理经验：否 职位描述/要求： PURPOSE OF THE FUNCTION

The Customer Service Representative is the member of the sales organisation who is the internal contact in ERICO for the customer and sales representatives in the field; for all processes around quoting, order management and product information. PLACE IN THE ORGANISATION

- Customer Service Manager Europe
- Customer Service Team leader
Customer Service Representative DESCRIPTION ACTIVITIES

· Activities

- The CSR is the primary contact for the customer. All activities are to be executed in an efficient and friendly manner to the satisfaction of our customer within the ERICO policies.
- Creation and administration of quotes based on the instruction of the outside sales representatives or Area Sales Managers.
- Accurate order entry in our order management tool.
- Management of open orders; communicate delays to customers, follow up on due and overdue orders internally with traffic and materials management.
- Phone duty; answer to telephone calls assuring the highest possible availability on the phone.
- Create up- and cross-selling opportunities taking inquiries from customers as a possibility to up- and cross sell.
- Provide (first level) product information based on information available in the catalogues and ERICO knowledge systems.
- Forward (second level) product information requests to field engineers or agents.
- Claim handling from customers, ensuring claims are closed within a reasonable timeframe according to ERICO Key Performance Indicators.
- Administration of stock returns. · Working with:

- Personal Computer
- Macpac for quoting and order management
- Salesforce.com
- Outlook · Communication

Communicate with:

- Customers
- Customer Service team
- Sales representatives, Area Sales Managers
- Traffic department
- Warehouse
- Material management department
- Credit department DESCRIPTION AUTHORITIES AND RESPONSIBILITIES
Authorised to:

- Offer quotes to customers within ERICO policy 'Corporate limits of Authority'.
- Enter orders in Macpac and confirm dates to customers.
- Change volumes and dates on orders in agreement with the customer. For large volumes and MTO (manufacture to order) in agreement with traffic and material management.
- Process claims for customers.
- Make decisions to resolve issues with our customers that will increase the customer satisfaction within the ERICO policies.
- Propose improvement in processes in ERICO and participate in implementations. Responsible for:

- Overall customer satisfaction. Primarily, but not limited to, the productline and region the CSR is assigned to.
- Correct and efficient quoting and order management.
- Meeting the Customer Service Key Performance Indicators (KPI's), personally or as a team.
- Keeping ERICO product knowledge up-to-date.
- Following ERICO policies and procedures.
- Safety and neatness on the workplace. SAO (WORKING CIRCUMSTANCES)
Sketch of the work situation

- The CSR works in an office environment. Environment

- No specifics. Effort

- N.a. Risk

- N.a.
联系方式： 联系方式：lzhang@erico.com

公司信息：
美国艾力高有限公司上海代表处 ERICO is a leading designer, manufacturer and marketer of precision-engineered specialty metal products serving global niche product markets in a diverse range of electrical, construction, utility and rail applications. The Company is headquartered in Solon, Ohio, USA, with a network of sales locations serving more than 25 countries and with manufacturing and distribution facilities worldwide. For more information, visit www.erico.com . ERICO is establishing a sales and distribution facility in Shanghai, China, and has an opening at this new facility for a Financial Manager. This position is best suited for an energetic, highly-motivated, career-oriented individual who is looking to join a solid, high-growth company that has been in existence for over 100 years and is growing its presence in the Asia Region.