Customer Care Representative

As a Customer Care Representative (0.8 – 1 FTE), you support customer service, project management, and account management teams. You play a crucial role in the order management process by ensuring timely order processing and confirming realistic delivery times through the careful application of a standardized approach, following established processes and procedures. You provide excellent customer service and continuously strive to improve customer satisfaction. By adhering to internal guidelines, you consistently apply pricing and surcharges in line with company policy to ensure both high service levels and revenue. Additionally, you support both internal and external customers, closely monitoring potential risks and issues with customer orders, and escalating them to Operations, Process Engineering, and Planning when necessary. You also handle sample requests, provide order status updates, and facilitate various other customer requests according to set standards. Within the order management process, you collaborate closely with Operations, Product Specification, and Process Engineering to evaluate and optimize customer specifications, tracking key stakeholder’s metrics to proactively respond to customer needs. You coordinate with Planning and Operations to establish achievable shipping dates and communicate updated order confirmations to the customer. Building lasting relationships with assigned customers and key stakeholders is essential in your role. Together with the Regional Manager, you handle customer inquiries, internal information requests, technical details, and quotes smoothly and efficiently. You also participate in commercial- and business reviews with Key Accounts to add value at a strategic level and enable Regional Managers to focus on key priorities. You serve as a vital link between customers and internal teams, ensuring deliveries meet customer needs on time. A key part of your role is to continuously monitor customer orders throughout the production process. This includes keeping customers, Sales, and Operations informed about potential delays and offering alternative solutions to meet customer expectations. For urgent deliveries, you communicate adjustments to surcharges to manage customer expectations. You record and follow up on customer complaints accurately in accordance with established procedures, coordinating internally to ensure timely specification reviews and other customer information requests are met. What makes working at Oliver so enjoyable? Innovation in abundance: Experience our brand-new machine park in Oliver's largest cleanroom worldwide. Continuous development brings continuous change. A close-knit team: Our team is more than just colleagues; we care about each other’s work happiness. Here, we know each other by name and work together towards success. Your expertise is valued: At Oliver, you have the freedom to apply and grow your technical insights every day. We appreciate your contributions to our success! International opportunities, local convenience: Enjoy an international work environment close to home. Work-life balance: Benefit from 27 vacation days and a motivating bonus scheme. Focus on vitality: Our attention to vitality is reflected in daily fresh fruit. Or take advantage of our bike or fitness plan! There are also extensive health reimbursements through the ASF fund. Celebrate together: Join our annual staff activities and celebrate success, teamwork, and fun.