Location / Region : Darmstadt, Germany
Reports to : Customer Service Team Leader
Produces quotations and processes customer orders in line with company policy / guidelines. Co-ordinates deliveries with the customers, liaises with internal departments (e.
g. service, logistics, sales) and updates relevant business systems to ensure on time deliveries and on time recognition of revenue.
Responsible for processing customer returns of material and instrument moves.
Acts as a contact point for Field Service Engineers (FSE), ensures timely assignment of work orders, creation of cost estimates and service request billing.
Ensures a timely handling of quotes initiated by FSEs (leads)
Acts as a contact point for customers and ensures timely resolution of complaints and customer satisfaction. Updates relevant complaints system.
Liaises with internal departments where necessary to resolve issues or feedback relevant information to ensure process improvements.
Where necessary, arranges product returns and / or credits.
Critical Competencies / Leadership Anchors :