About this role
Role Summary The Customer Support Employee main responsibility is to perform customer service duties and tasks according to the common Scania values, principles, processes, guidelines and standards. Managing agreements documentation, customer contact handling questions and issues to ensure high quality operations and customer satisfaction. Also contributing to continuous improvements in the local operations and in the area of responsibility. Job Responsibilities Customer Relationship Development / Prospecting Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints. Customer Needs Clarification Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements. Product/Service Information Provide advanced product/service information and respond to basic customer questions about the product/service. Customer Order Processing Record and process custom/special customer orders, often dealing with ambiguous delivery expectations. Resolving Customer Issues Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required. Renewals Provide exceptional service to customers to encourage continued use of the organization's products/services. Customer Relationship Management (CRM) Data Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Operational Compliance Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Competencies: We are looking for a colleague who is precise and thorough good at handling repetitive administrative tasks structured work capable of handling multiple tasks at once meets deadlines good problem solver team player open to digitalization and continuous development responsible in their work Expectations: College or university degree, at least a bachelor's degree (BSc/BA) Minimum 2 years of experience in an administrative or SSC environment Knowledge of accounting processes Experience in an administrative role Experience in an international environment is an advantage Confident MS Office knowledge SAP knowledge is an advantage Analytical thinking Accurate documentation management What we offer: Stable multinational background and long-term employment opportunity, with an indefinite employment contract International projects and cooperation within the Scania organization Continuous professional development opportunities in our Biatorbágy office, with occasional business trips Sports support School enrollment and child birth support Employee referral bonus Anniversary bonus every five years Paid day off on December 31st Free fruit, coffee and tea, isotonic drinks in summer