Customer Care and Sales Administration Specialist

Headquartered in Tokyo, Japan, Evident employs around 4,500 people at a total of 57 locations worldwide. Evident Europe, headquartered in Hamburg, Germany, employs approximately 770 people in 16 countries. The product portfolio includes a wide range of microscope systems used in clinical diagnostics, medical and basic research, as well as in various industrial areas. In addition, Evident offers videoscopes, products for non-destructive testing techniques and for X-ray fluorescence analysis.

The Customer Care and Sales Administration Specialist plays a pivotal role in providing exceptional service to customers and sales partners while also supporting E2E order to cash process. This position involves handling customer inquiries, resolving issues, processing & managing orders, creating and maintaining customer master data, creating invoices, supporting repair process and providing various administrative support to ensure a seamless customer experience, contributing to company revenues and efficiency based on continuously optimized processes.

Key responsibilities:

Customer Engagement: Interact with customers via phone, email, chat, or in-person to provide assistance, answer questions about products, services, order status etc. and resolve issues in a prompt and professional manner leading to positive customer experience and satisfaction.

Order Processing & Management: Receive and process customer orders accurately and efficiently, ensuring timely delivery, installation and invoicing and proactively resolve any order-related issues or discrepancies. Find a solution for non-standard orders in line with the company policies. Regularly manage the open order portfolio in order to ensure OTIF delivery and correct and timely invoicing.

Master Data Management: Create customer accounts and maintain the customer data up to date & clean to support all the CC processes. Cooperate with the master data specialist to support continuous improvement of master data related processes.

Product Knowledge: Develop a deep understanding of the company's products and services to effectively address customer inquiries, resolve potential complaints and promote sales opportunities.

Relationship Building: Build and maintain strong relationships with customers & partners to foster loyalty and repeated business, while also identifying opportunities for upselling or cross-selling.

Issue Resolution: Investigate and resolve customer complaints or concerns, resolve potential returns, escalating complex issues to the appropriate internal departments when necessary, and ensuring timely resolution. Make sure the root causes of the issues are being addressed and resolved.

Documentation and Reporting: Maintain accurate records of customer interactions, transactions, and sales activities in the CRM system, and generate reports as needed to track performance metrics and trends. Make data driven decision in the CC activities.

Training and Support: Provide training and support to CC colleagues and sales representatives on customer care processes to enhance their effectiveness in serving customers.

Continuous Improvement: Identify opportunities for process improvement and efficiency gains in customer care operations and collaborate with cross-functional teams to implement solutions.

Team Collaboration: Collaborate closely with sales, marketing, supply chain, field technicians and service partners to ensure customer satisfaction and support sales objectives across the EMEA region.

Qualifications:

• At least a bachelor's degree in business, marketing, technology or a related field preferred.
• Relevant experience in customer service, sales support, or a related role required.
• Strong communication and interpersonal skills, with the ability to build rapport and effectively communicate with customers and internal stakeholders.
• Excellent problem-solving skills and the ability to remain calm and composed under pressure. Ability to work in higher level of dynamically changing environment.
• Drive to achieve results & continuously improve.
• Strong accountability and drive.
• Accuracy & detail-oriented with strong organizational and time management skills.
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and CRM software.
• SAP and Saleseforce experience welcomed.
• Ability to work independently with minimal supervision and as part of a collaborative team.
• Professional working proficiency in English and German (other language would be big advantage)

Your Benefits

• Working from home up to 50% of the time

• Multisport card

• Supplementary pension contribution

• Meal voucher flat rate

• Extra week of vacation 

• Public transport allowance

• Massages 

• Fitness centre in the office

• Above-standard healthcare (ComfortCare)

• Corporate canteen

• Sodexo Flexi

• Language courses 

• Sick days (4 days/year)

• Anniversary awards for years worked (10, 15, 20, 25, 30)

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