Customer Care Representative

Markem-Imaje, Blue Bite, Solaris Laser, Systech, MS Printing Solutions and JK Group. We design, manufacture and deliver industrial equipment, consumables, software and services solutions for the marking & coding, consumer engagement, product traceability, authentication, and digital textile printing markets.

With more than 40 offices and over 3,000 employees worldwide, DII has a presence in +28 countries and offers numerous job opportunities globally. If you're looking for an international, multidisciplinary and collaborative environment that offers a world of opportunities, come join us at DII.

Position Title: Customer Care Representative

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 organisation’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 acknowledgement 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 enquirers, 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.
• Providing support to field service engineers including transferring of PMC parts/consumables when requested by planner.
• 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 the above in accordance with our Quality Assurance/Safety management & Product & Trade compliance systems.
• Participate in continuous improvement projects and other duties as assigned from time to time.
• Back up of additional tasks such as issuance of PO and reorder point reviews etc as required.
• Support stock take exercise(s)

What you need to have:

• At least 5 years of customer service, supply chain management experience in an industrial environment with complex B2B interactions.
• Good knowledge of SAP to SD/MM module and Salesforce are highly desirable.

Qualifications and Experience:

• Academic qualification minimally bachelor’s degree or equivalent.
• Strong interpersonal and customer relationship management skills.
• Knowledge and work experience within fast moving consumer goods and packaging industry
• Good command of verbal and written communication skills in English, with 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 achieving total customer satisfaction.

What we offer:

• Growth opportunities within an international environment
• Performance bonus and yearly merit increase based on performance
• Employee Assistance Program (EAP)

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

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, age and genetic information.

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.

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