What are the responsibilities and job description for the Customer Service Representative position at GDM SpA?
About GDM and Coesia
GDM, headquartered in Offanengo, Italy, is a worldwide leader in the tissue & hygiene industry, developing state-of-the-art converting and packaging lines. GDM designs and manufactures turn-key integrated lines to produce different disposable hygiene products, including baby diapers, pants, and other assortments of products.
GDM is part of Coesia, a group of innovation-based industrial and packaging solutions companies operating globally, headquartered in Bologna, Italy. Coesia has operating units in 36 countries, a turnover of 1.8 million euros in 2021 and over 8,000 employees.
About the Role
This position provides customer service support to all aspects of the GDM business including external customers, sales, and engineering. This support will be related to component sales for the following: quotes, orders, shipping documentation, database maintenance and communications with external customers and internal staff.
Essential Duties:
Customer support:
- On-Line store or SAP preparation and follow up of customer component price quotes.
- Enter customer sales orders into SAP system/OLS and communicate sales order confirmation to the customer.
- Track customer sales orders to coordinate timely shipping to customers, including interfacing with warehouse staff.
- Communicates critical activities including expedited orders and delays related to order status to customers and sales.
- Provides necessary follow-up and correspondence for customer concerns.
- Reconcile customer financial discrepancies with the accounting department.
- Coordinate with purchasing dept on non-GDM related spare parts sales and quotes.
- Maintain and update CRM system as needed on component quotes.
- Organizes, maintains and manages customer communication files.
- Process Return goods and credits for component sales.
- Process complaints related to external customers (non-projects or applications).
- Set up new customers in SAP.
Proactive sales:
- Contact customers, post-projects for spare parts component quotes and sales.
- Final follow-up and determination on show sales leads in CRM.
Technical support:
- Research and respond to technical questions on GDM components for customers, sales and engineering.
- Coordination of custom component assemblies with engineering center.
- Understanding of custom bend templates in AutoCAD.
What You Need to Be Successful
- 5 years of experience in customer service or technical engineering support.
- Strong communication skills with internal and external customers.
- Ability to trouble shoot situations to produce a win-win result for customers and GDM.
- Strong MS Word, PowerPoint and Excel experience (complex formulas, logic formulas, data validation, macros, etc.).
- Experience with Customer Relationship Management (CRM) system.
- Experience with SAP systems or alike.
- Experience with international shipping a plus.
- Strong math skills.
- Understanding of foreign currency conversions.
- Previous experience with a machine company and/or technical competence desired.
- Engineering/mechanical/AutoCAD experience a plus.
- Strong organizational and planning skills.
- Strong oral and written communication skills.
- The ability to work in a team environment is essential.
Our Offer
Coesia North America offers a competitive benefit package which includes, among other things:
- Multiple health insurance plan options.
- Company paid life insurance.
- 401k with up to 6% company match.
- Paid parental leave.
Coesia is an equal opportunity employer and embraces diversity and inclusion.