Customer Care Representative

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full range of reliable and innovative inkjet, thermal transfer, laser, print and label application systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes.

The Role:

The Customer Care Representative is responsible for Sales Order Processing, sales support, supply chain and inventory management, handling sales enquiries for spares, consumables and service contracts in compliance with the organization’s polices and local regulations. 

What you will do:

• Process in a timely manner, customers’ orders for Printers, spare parts and consumables and service contracts into the SAP ERP system and provide order acknowledgements that include but not limited to items, quantities confirmation, delivery dates of each PO within one working day upon receipt of order.
• Responsible for expediting orders, coordinating same day deliveries and providing shipment tracking information and following up 3rd party logistics providers, couriers and customers regarding late deliveries, providing clear communication and resolutions for customers as required.
• Serve as the point of contact for customer enquiries, feedback and claims including providing supporting documents as requested and following up all matters in a timely manner leading to positive customer experience.
• Providing support to field sales engineers including entering quotations and converting quotations to orders.
• Outbound calls to follow up customers who are due to renew or do not have service agreements or are not purchasing consumables and offer them our goods and services.
• Prepare quotations for customers as required.
• Collaborate with cross functional teams to meet and/or resolve customer requirements
• Acquire and maintain sufficient company product and service knowledge to satisfy customer needs.
• Perform all of the above in accordance with our Quality Assurance and safety management systems.
• Participate in continuous improvement projects and other duties as assigned.
• Back up of some additional tasks such as issuance of PO and reorder point reviews etc from time to time.

What you need to have:

• Strong interpersonal and customer relationship management skills
• Knowledge and work experience within fast moving consumer goods and packaging industry
• Excellent verbal and written communication skills that result in a clear presentation and understanding of details and facts
• Team player that easily adapts to change, overcomes challenges, and uses creative means to solve problems
• Capable of handling multiple tasks and assignments simultaneously while staying focused and responsive to commitments and assignments
• Demonstrate a high level of attention to detail, accuracy and a commitment to quality and total customer satisfaction
• At least 3 years of customer service, supply chain management experience in an industrial environment with complex B2B interactions. Good knowledge of SAP and Salesforce.com highly desirable.

You’ll only be the right candidate if you are aligned to our values and culture:

• Collaborative entrepreneurial spirit
• Winning through customers
• High ethical standards, openness and trust
• Expectations for results
• Respect and value people

If you believe you match our values and have the experience we’re looking for, then apply! We can’t wait to hear from you!

Work Arrangement : Onsite 

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Job Function : Customer Service