European Customer Service Representative – Dutch Speaking

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Job description:

Responsible for tasks related to the order to cash process within the Snap-on UK and European Contact Centre. This includes handling incoming queries from Franchisees via multimedia, including voice, email, SMS, fax and webchat. Processing of orders/credits and the co-ordination of delivery of service within an agreed service level. Providing product support to Snap-on Franchisee and end-user customers, as well as managing delinquent accounts, including the collection of payments.

Duties & Responsibilities
The main duties of the Customer Services Representative are listed below, but it is the nature of the job that each activity will have its own range of demands which he/she will be expected to meet.

We are looking for someone who will:

•  Provide administrative and Contact Centre support to an international team
•  Process orders and credits using business approved systems for the appropriate customers
•  Respond and help with customer service, product and finance requests
•  Co-ordinate direct supplier orders
•  Liaise with UK and European colleagues and customers to resolve invoice queries
•  Recognise service opportunities and meet agreed team and individual targets
•  Log all incoming multi-media communication on approved business platforms
•  File and archive as required
•  The role may require the incumbent to perform any other duties to ensure the efficient running of their department or area

Person Specification

We are looking for someone who will:

•  Is fluent in Dutch.
•  Has ideally obtained ‘A’ level educational standards and/or has 2 years customer experience
•  Can deliver a high level of customer care ensuring stakeholders are fully updated as required
•  Has excellent interpersonal skills, good telephone manner, calm approach
•  Possesses excellent communication skills, both written and oral
•  Has a high level of competency in ICT (Email, Word, Excel, PowerPoint)
•  Is able to prioritise work, cope with competing deadlines and use initiative in a variety of situations
•  Understands the need for confidentiality, tact and discretion combined with a calm personality and sound judgement
•  Has an organised and methodical approach to administrative duties.
•  Is accurate and pays attention to detail
•  Has the ability to work on their own initiative

Core Competencies and Behaviours

In addition to their day to day role all Snap-on associates must work in an effective way and be able to demonstrate the following competencies which are fundamental to the successful running of their department/business unit.


•  Consistently remains open to ideas offered by others; supports and uses ideas to solve problems or address issues
•  Achieves desired results in the midst of changes in responsibilities, work processes, timeframes and performance expectations
•  Demonstrates openness to new organisational structures, procedures and technology
•  Learns and develops new skills or behaviours to adapt to constant changes

Attention to Quality

•  Completes tasks with a concern for all the details involved
•  Establishes and follows work procedures to achieve a high level of quality, productivity and/or service
•  Initiates action to correct problems and notifies others of issues as appropriate
•  Prepares deliverables with an eye to the customer and the company, ensuring accuracy and comprehensive outcomes

Communication & Influence

•  Communicates effectively, both verbally and nonverbally
•  Expresses thoughts clearly, concisely and in a timely manner, both orally and written, fact to face, and through appropriate communication technologies

Continuous Improvement

•  Drives out waste through active participation in and the seeking out of opportunities to use problem solving skills and other quality improvement tools
•  Grows a culture of customer focus by actively pursuing and ultimately anticipating customer needs
•  Helps orient other associates into the continuous improvement culture; how to be agile, quality driven and customer focused

Contributing to Team Success

•  Keeps in mind that success is defined by the success of the entire team
•  Demonstrates cooperation and collaboration while participating in a group or team
•  Establishes and maintains productive working relationships
•  Demonstrates a personal commitment, both in thought and in action, to the success of the team

Safety & Working Conditions

•  Works safely as a condition of hire and continued employment
•  Accepts personal responsibility for safety
•  Elevates issues to eliminate or safeguard unsafe acts and conditions
•  Believes that work related injuries are preventable and, therefore, unacceptable

Safety & Working Conditions

•  Establishes and maintains effective relationships with customers at all times
•  Consistently shows a passion for getting things done & meeting commitments to others
•  Dedicated to meeting the expectations and requirements of internal and external customers
•  Gets first hand customer information and uses it for improvements in products and services
•  Effectively operates in line with governance guidelines as outlined within corporate Sarbanes Oxley mandates

CV’s/letters of application should be sent to the HR Department at employment@snapon.com

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Please send your CV and covering letter to employment@snapon.com.

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