Customer Service Representative

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Associate's degree technical education
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Customer Service Representative

(1 fte – region Assen)



Responds to customer telephone and / or written inquiries regarding product selection, placement of orders, quotations, and complaints to include returns / credits, shortages and adjustments, expediting, and requests for literature.  Evaluate and perform various tasks daily to ensure that customer needs are met.  Contact other internal company departments such as production control and shipping / receiving to communicate requirements and expedites.  Update and maintain customer computer data base and manual recordkeeping systems for customer accounts.



  • Provide telephone coverage daily
  • Set-up sales orders received by fax, phone, or mail for order entry daily
  • Perform order entry responsibilities daily including adding new orders, adding items to existing orders, changing orders, changing items on existing orders, canceling orders, and canceling items on existing orders
  • Review customer complaints and issue returned goods numbers or initiate corrective action
  • Process credits for returned goods under warranty
  • Provide shipping with updates on preferred shipping methods for customers
  • Fulfill all customer requests for catalogs and literature
  • Update and maintain work instructions according to ISO9000 procedures as required
  • Update and maintain customer master files daily as needed
  • Performs a lead role in maintaining customer satisfaction and relations



  • Proven discretion with highly confidential information / documents.
  • Must have the ability to manage diverse volume of work and manage appropriate priorities which involve a high frequency of change
  • Exceptional attention to detail, accuracy, and professionalism
  • Strong computer skills including expertise in Microsoft Word, Excel and Outlook preferred.  Ability to quickly develop proficiency in new programs
  • Strong interpersonal skills
  • Highly confidential.  Must have high degree of integrity, discretion and judgment
  • Polished professional communication skills and personal presentation
  • Able to remain extremely professional, composed and competent in multi-task, rapid change environment




Associate's degree (A. A.) or equivalent from two-year college or technical school; and one to two years related experience and/or training; or equivalent combination of education and experience.






Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Building Customer Loyalty

Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.


Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others’ thoughts and actions.  Engages the audience and helps them understand and retain the message.

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities; generating ideas, and implementing solutions.

Continuous Learning

Actively identifying new ideas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.

Contributing to Team Success

Actively participating as a member of a team to move the team toward the completion of goals.

Initiating Action

Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.

Managing Work

Effectively managing one’s time and resources to ensure that work is completely efficiently.

Work Standards

Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.


If you are interested in this vacancy, please contact Topwork Emmen: ++31(0)591 64 75 14. You can also sent your resume to (type reference: vacancy CSR region Assen Netherlands).


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