Sales Support Representative IGT-Devices in Zaventem, Belgium

Philips IGT-Devices is looking for a Sales Support representative who gets energy from promoting and improving customer satisfaction by delivering excellent Customer Service solutions and driving pro-active customer engagement. The ideal candidate has a passion for driving results, who thrives in a cross-functional working environment and has a strong desire to work with multiple stakeholders (e.g. Sales, Supply Chain, Finance, Regulatory, Quality, etc.).

Your role:

• The Sales Support representative will support our sales flow from order entry via delivery up to invoicing, in order toprovideourcustomerswiththebestpossiblecustomerexperienceandsupporttheachievementoftheDepartmentaltargets.

• You will operate autonomously within internal procedures, will act as a single point of contact towards customers, distributors, and dealers, and will help us to improve customer excellence levels output and comfortably embrace changes in ways of working, tools or changing environment to contribute to a high performing team.

• Monitor sales order flow and customer delivery confirmation through assigned channels (SAP, email, Salesforce, Infodis) and other related policies and procedures in the following B2B markets: APAC, ISC, RCA, GRC, LATAM regions.

• Manage first line escalations and troubleshooting; Complaint and product replacement handling.

• Support ongoing projects as assigned, drive continuous improvement and monitor department performance against KPI’S.

• Understand the needs of our customers and seek to build customer intimacy, identify improvement initiatives, and maximize overall service performance.

• Manage incoming calls/queries and respond proactively to customer or sales managers’ enquiries.

• Support various initiatives as identified by management, provide support of Quality Management Systems (QMS) and work closely with internal teams from Sales & Marketing, Supply Chain, Complaint Handling and other support functions at arm’s length.

• Ensure transactions in our ERP system (SAP) are processed in accordance with documented work instructions, partners contractual liabilities and SOP’s embedded in the QA system.

• Customer complaint handling and product replacement execution.

• Responsible for master data update requests (customer, prices, terms and conditions) in an assigned territory or market.

• Comply with local regulations, company policies, legal requirements, operating procedures, and task assignments.

• Reports concerns and solves issues with little supervision in a timely manner.

You’re the right fit if:

• Bachelor’s degree with preference of 3+ years of experience within Sales Support / Customer service / Back Office environment.

• Dedicated personality who loves to work within a fast-paced & dynamical environment.

• Ability to deal and engage with demanding stakeholders.

• Problem-solving and critical thinking skills, attention to detail.

• Advanced English language skills, including business written language.

• Customer centric and excellent communication and collaboration skills as well as high intercultural awareness.

• Knowledge of computer applications (i.e.: Microsoft Word, Excel, SAP, salesforce…). Fast learner.

• Passionate about driving change and performing while transforming.

• Competencies valued: Interpersonal Savvy; Managing Ambiguity and complexities; Customer Focus; Drives Results; Decision Making, Critical thinking and problem solving; drives stakeholders’ alignment; collaborates and demonstrates self-awareness.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won’t stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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