Customer Care Representative / Sales administrator

Long Description

As the world leader in metal packaging technology, Sonoco designs and manufactures a wide range of innovative and sustainable metal packaging solutions.  Our customers are some of the world’s largest and most-respected companies.

We are currently looking for our future Customer Care Representative / Sales Administrator, based at Puurs-Sint-Amands  (close to Brussel/Antwerp region in Belgium).

Main challenges 
Reporting to the Sales Manager North of France & Benelux, you will be responsible for:
▪    the daily Sonoco Sales interface for the customers
▪    managing customers’ accounts, and be accountable for goals set by Management regarding price and sales volume.
▪    balance & challenge different customers’ requirements & complexity, and Sonoco constraints (price, planning, capacity, …)

Main activities
In this role, your main activities will be:

Customer Interaction:
▪    first point of contact internally for the customer team, solving issues, answering queries and delivering results
▪    handle customer inquiries via phone, email, chat, and in-person, ensuring timely and accurate responses.
▪    investigate and resolve customer complaints and issues, following up to ensure satisfaction
▪    built a trustful relationship with the customers
▪    internal communication of the customers’ requirements to the different departments (sales, purchasing, supply chain, quality, plants)
▪    maintain a thorough understanding of our products and services to provide informed assistance to customers.
▪    support the sales manager in prospective activities.

Team Collaboration:
▪    support the internal teams as a customer/process/area expert
▪    support the sales manager in negotiation
▪    work closely with other departments to resolve complex customer issues and improve overall service delivery

Order Processing:
▪    pricing: implementation of the negotiated prices
▪    order to cash support
▪    assist customers with placing orders, tracking shipments, and processing returns or exchanges.

Documentation:
▪    collect and consolidate logistic and packaging pricing data to be taken in account into the offer
▪    accurately record customer interactions and transactions in the CRM system.

Policy Adherence:
▪    follow company polices and procedures to ensure consistency and compliance in all customer interactions.

Job requirements:
Operating with a high level of autonomy across our network and able to work effectively in cross functional organisations.
You are customer orientated. Have good communication and influencing skills.
You’re a problem solver, fast decision maker, analytical.
Team player
Ability to handle stressful situations with composure and professionalism
Result orientated
Fluent in Dutch, English.  French and German would be a plus.
Proficiency in using CRM software and other relevant computer applications (MS Office, ERP & forecast tools)