DTN is a global leader providing insights and analytics to our customers to feed, fuel, and protect the world. We help people make critical business decisions that impact the agriculture, oil and gas, trading, and weather industries.
It's a difference you've likely felt without even knowing it. From the food on your plate to the gas in your car to the last flight you took, chances are a DTN customer made it possible. And that's just for starters. That's why we say, “When our customers prosper, we all win.”
As our Customer Service Representative, you will be part of a global team of nine enthusiastic colleagues, operating from various countries: Germany, Netherlands, Switzerland & The United States. This position will be based in our Utrecht office (The Netherlands) and report to the Global Customer Service Supervisor.
To ensure that you can provide excellent 1st line support, you maintain your knowledge of the company's products and services, for instance by following internal training. An important part of your role is to help constantly improve the work methods.
You will define answers to FAQ's find the optimal response to customer inquiries, ensure prompt handling and provide input to reduce recurring issues. During an escalation you will remain owner, safeguarding that all parties involved are working towards a solution.
You will liaise with the following internal stakeholders to keep them up to date with customer needs: Technical Support Teams, Domain Experts, Meteorologists, Account Managers and Finance.
Receives andor places telephone calls which are mainly from routine, but may require deviation standard screens, script, and procedures; Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to sales representatives or technical/service areas.
Maintain detailed and current knowledge of the company's products and services.
Escalation of problems that need solving outside of the Customer Service Team timely, while remaining owner of the issue; ensuring all parties involved are working towards a solution.
Liaise with sales and technical staff to keep them up-to-date with customer needs; Migrate information to appropriate sales representatives when customers have additional needs.
Work with Salesforce for case management and reporting.
Ensure sufficient documentation of reports within the appropriate systems.
Building a relationship and providing ongoing support to our customers, providing excellent customer service to ensure they receive a high quality of customer service.
High School Diploma/GED Equivalent is required
At least 2 years of experience in customer service environment, preferably international; Strong affinity with IT.
Ability to work within a CRM system (such as Salesforce) and able to navigate a computerized data entry system or other relevant applications.
Strong customer focus, always looking for ways to deliver the highest possible quality: Organized, result driven, independent, flexible and a team player
Ability to prioritize, multitask & solve problem with limited information.
Excellent (telephone) communication skills, verbally and written, in English and local language (Dutch). Any additional language is a plus: German, French, Spanish.
OUR VISION: To be the independent, trusted source of insights to our customers who feed, protect, and fuel the world.
OUR MISSION: Empower our customers with intelligent and actionable insights that exceed their expectations and enable their success on a daily basis.