Job profile: Fluiconnecto Service desk employee
Organization: Fluiconnecto Holdings B.V.
Location: Klundert
Reports to: Operations manager EMEA hub
Direct reports: None

Introduction of the company

Fluiconnecto
Fluiconnecto is a leading international service organization, focused on high pressure fluid connectors, providing products and application knowledge, as well as maintenance services, from OEM to End-Users in all market segments, through a global network tailored to local conditions. Fluiconnecto’s services are made available at the customer’s doorstep in 5 continents, through a network of OEM Assembly Plants, Hydroshops, On-site Workshops and Service On-site Vans.

Fluiconnecto is a young company with ambitious goals and it has created an environment in which energetic, highly professional resources can develop their full potential. Fluiconnecto has more than 1.500 employees worldwide who share a passion for the engineering business and who strive to become the best at what they prefer to do. In 2020 Fluiconnecto achieved sales of over € 200 milion.

More information:
www.fluiconnecto.com
www.manulirubber.com
www.ryco.com

Introduction of the position
The position of service desk employee is an existing position with Fluiconnecto. A service desk employee is part of the EMEA hub team and his/her work location is at the hub in Klundert. The EMEA hub services Fluiconnecto branches in Europe as well as in Africa.

Position
The objective of the position is to provide first clas service to the internal customers of EMEA hub according to what has been agreed in the service level contract. The service desk employee is the first point of contact for the internal clients of EMEA hub. In case of questions or requests the internal clients contact the service desk in order to resolve the issue at hand or to get the information that they require.

Based on the type of request the service desk employee will need to investigate together with the warehouse team, perform a deep dive into the system or contact other departments or external suppliers to find a solution or to retrieve the required information.

The service desk employee will be part of a team that consists of 6 colleagues. This team will man the service desk between 08:00 and 18:00, where the exact working hours are set in mutual agreement.

The main jobs & tasks of a service desk employee are

• Answer telephone calls and emails from internal clients with regard to any kind of service performed by EMEA hub
• Investigate in the ERP system (D365) what the root cause is of an issue and resolve it. Examples of checks to be performed are
  • Checking if an item is in stock
  • Check if items are released for picking and shipping
  • etc
• Perform administrative tasks to support a smooth process flow. Examples are
  • Cancel open work
  • Cancel order remainders
  • Update prices or confirmed delivery dates
  • Posting of packing slips
  • etc
• Maintain relevant master data in D365 (e.g. logistics master data for customers)
• Support in finding root causes in case of issues
• Support in improving the userfriendliness of the system and the set up of the system
• On occasion participate in Supply Chain projects

Key skills & abilities

• Educational at a education level of MBO 4 or HBO
• Good level of English and preferably Dutch; other languages are considered a plus
• Strong communication skills, both verbal and written
• Ability to work independently and to resolve issues
• Good working knowledge of and experience with Outlook, Excel, Word
• Experience and working knowledge of Microsoft Dynamics D365 is considered a plus
• Be stress tolerant and stay calm when under pressure
• Skilled in building reationships
• Ability to convince customers and internal stakeholders

Key Competencies

• Have a natural focus on providing good service towards customers
• Delivering quality should be a natural behavior
• Be able to ‘put him/her self in the shoes of the customer’
• Have an eye for detail in order to find out root causes of issues
• Be flexible in organizing work
• Be persistent in finding solutions and have a drive to resolve issues
• Ability to think out-of-the box in order to reach solutions
• Ability to organize resolving an issue in cooperation with colleagues