Senior Customer Support Employee

Customer Support Role

Since 1965, Stoneridge has designed and manufactured advanced, award-winning technologies including driveline and transmission actuation systems, vision systems, emissions control systems, safety systems, and security and monitoring systems for vehicle OEMs in the commercial vehicle, automotive, off-highway and agricultural vehicle markets.

We're focused on the areas of greatest market need – both today and tomorrow. Our core products and technologies are aligned with industry megatrends including safety and security, vehicle intelligence, fuel efficiency and emissions.

Join the Stoneridge Team as we continue to build upon our strong history and reputation for quality products to deliver innovative products and systems that address a need, exceed our customers' expectations, and motivate our team.

Position of the Role Within the Organisation

Reports to the Team Leader Customer Support

Objective of the Role

Providing support to key customers, playing a vital role in maintaining strong customer relationships and ensuring customer satisfaction. Collaborating across various departments to ensure customer needs are met and transparent communication takes place both internally as externally.

Characterisation of the Activities

• Draws up offers, monitors progress of the offer process and provides administrative support.
• Acts as primary point of contact towards key customers, answers questions, addresses issues and provides (product) information.
• Manages customer details in the CRM system and keeps them up to date.
• Works closely together with the Account Managers and is an active member of a Customer Success Team
• Keeps a clear view of customer schedules and demands and can clearly translate that internally in the organization
• Identifies particularities and takes the lead towards successful resolution across departments
• Manages and archives (customer) documents and price lists and keeps them up to date.
• Occasional travel to – and participation in trade shows
• Oversees and coordinates precise and timely order processing for allocated key customer accounts to ensure on-time delivery performance.
• Proactive communication of delivery schedules to customers.
• Expected backlog analysis and escalation internally to resolve backlog and follow up
• Has an active role as senior supporting colleagues with escalations when required
• Conducts escalation meetings with key customers and coordinates towards prompt resolution across departments
• Identifies opportunities and implements practices to improve efficiency and enhance customer satisfaction.
• Takes the lead in improvement projects across various departments.
• Support reporting activities to the Team Leader Customer Support (e.g. reasoning behind demand changes, on time delivery and backlog information)

Knowledge and Skills

• Can contribute at a medium level of professional and intellectual ability (bachelor's degree)
• Strong coordinational skills and ability to lead projects
• Is continually shifting boundaries
• Is able to oversee entire process from quotation until invoice
• Takes the lead to solve problems, reacts thoroughly.
• Proven experience in similar positions
• Strong administrative skills and ability to prioritise workload
• Technical background
• Strong English verbal and written communication skills and cross-functional networking skills
• You need to have a valid work visa for The Netherlands.

Description Per Characteristic Feature

• Contribute to a global, team-oriented workplace
• Strong commercial awareness, representative, reliable and stress-resistant
• Independent, service-oriented and problem-solving skills
• Advanced command and knowledge of modern computer systems such as Word, Excel, and CRM software, interested in building experience in new software
• Experience in working with bill of material is a plus
• Ability to learn products at a level to provide guidance to customers
• Position is fulltime on location Barneveld

Ideal Candidate:

We are looking for a positive person who can coordinate and re-establish the partner team. Work on improvements from within the team and certainly also share and initiate possible improvements yourself. Can work on a project basis in a team with the other seniors!

Being assertive and persistent are important to be successful in this role.

Regarding the process, we will invite suitable candidates for a first interview at the office from May 5th, the total process will consist of 2 rounds, we hope to have filled this position from July 1st.

What We Offer:

• Salary based on knowledge and experience.
• Full-time employment of 40 hours per week.
• 8% holiday allowance.
• Travel allowance home-work: 23ct per kilometers one way up to a maximum of 50 km
• CAO: English page - Cao Metalektro
• Retirement: PME (Pensioenfonds Metalektro).
• WIA: WIA-bodem, WGA-hiaat en WGA- hiaat additional insurances in accordance with the stipulated provisions.
• PAWW: Compulsory supplementary insurance when the statutory unemployment WW or WGA benefit expires.
• Holiday days: 27 days on an annual basis (full-time).
• ATV: 13 days on an annual basis (full-time).