Specialist I Customer Service

Would you like to join a dynamic, fast growing and challenging company?

CTR/Hayco is a multinational manufacturing company looking for an Customer Service Specialist to join our Customer Service team in Portugal.

Job Purpose

Responding to customer inquiries across multiple channels. Ensures fast, clear, and professional communication with customers. Resolving customer issues with empathy and efficiency. Builds trust and satisfaction by handling problems effectively. Documenting customer interactions and feedback. Supports continuous improvement and data-driven decisions. Providing insights to internal teams based on customer feedback. Helps improve service quality, product features, and user experience. Supporting order processing and post-sales activities. Ensures smooth execution of transactions and follow-ups. Contributing to customer retention and loyalty and ensure Customer Surveys are released, and correspondent feedback is collected

Job Responsibilities

• Ensure all customer orders and forecasts comply with internal ROE policies. Applies to all order types (BTS, MTO) and customers;
• Support organic sales conversion activities to meet or exceed budget targets through proactive follow-up with KAMs;                                                                                                                                                                                
• Deliver Performance Assurance -Coordinate with Logistics and Planning teams to ensure timely and complete deliveries to customers. Track and report service level KPIs, ensuring performance is aligned with customer expectations and internal targets;
• Maintain accurate and up-to-date backlog records, monitoring the order fulfillment in a timely manner. Assures that the backlog’s root causes are properly justified providing visibility and insights to internal stakeholders and customers;
• Assure proper invoicing process. Analyze internal master plans and schedules to support accurate invoice projections.
• Analyze demand forecast changes and assess eventual impacts on inventory levels. Highlight risks to KAMs,  Inventory management and Purchasing teams.
• Monitor and follow up on customer’s AR to ensure timely collection and minimize overdue exposure;
• Manage execution of EOL product lifecycle, including but not limited to leftovers identification and invoicing;
• Managing Communication with customers and amongst all stakeholders.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             

Job Requirements

• 2 - 5 years on similar job responsabilities;
• Degree in management or similar;
• Customer relationship, Invoicing process, Logistics and transportation accumen;                                                                                                                                                                                                                                                                                        
• Energetic Communication;
• Empathy;
• Negotiation;
• Planning and analytical skills;                                                                                                                                                                                                                                                                                       
• English Proficiency both speaking and writing - mandatory.