Get to know the Customer Service Team at Rotarex

WHO ARE THE CUSTOMER SERVICE TEAMS? 

Customer Service teams are distributed across the various Business Units and comprise complementary profiles. Their primary mission is to support customers throughout the ordering process, while coordinating with internal teams. Each team may have its own specific focus depending on the products, markets, or types of customers it manages.

WHAT DOES CUSTOMER SERVICE DO ON A DAILY BASIS? 

On a daily basis, Customer Service teams handle a wide range of requests: entering and tracking orders, communicating with customers, managing delivery times, handling complaints, and coordinating with internal teams.
They rely on various tools (ERP, internal systems, email, etc.) to ensure accurate and responsive follow-up. Their goal is to provide clear and reliable information to customers while ensuring that operations run smoothly.

THE ROLE OF CUSTOMER SERVICE IN THE OVERALL PROCESS

Customer Service gets involved as soon as an order is received and supports the customer through delivery, and even beyond in the event of follow-up or a complaint.
It plays a central role as an interface between customers and internal teams (Sales, Production, Planning, Logistics, etc.). This key position facilitates smooth communication, helps anticipate problems, and directly contributes to customer satisfaction.

WHAT DOES A TYPICAL DAY LOOK LIKE?

There is no such thing as a typical day in Customer Service. Each day is shaped by customer requests, urgent matters, and the follow-up on ongoing cases.
Teams must juggle multiple tasks: responding to emails, processing orders, tracking deliveries, resolving issues, and coordinating with various departments. Prioritization is essential to effectively meet customer expectations.

WHAT ARE THE SPECIFIC CHALLENGES OF THIS JOB? 

The main challenges involve managing deadlines, dealing with unforeseen circumstances, and coordinating with multiple stakeholders.
Teams must demonstrate responsiveness, organization, and composure to handle sometimes complex situations, particularly in the event of delays, logistical issues, or urgent requests.

WHAT ARE THE DAILY INTERACTIONS? 

Customer Service works closely with many departments: Sales, Production, Planning, Supply Chain, Logistics, and Quality.
Communication is at the heart of the job. Effective internal coordination enables us to provide quick and relevant responses to customers and ensure smooth operations.

WHAT DO YOU ENJOY MOST ABOUT YOUR JOB? 

What makes the job particularly rewarding is the variety of tasks and daily contact with customers.
Every situation is different, which makes the work dynamic and rewarding. The satisfaction of solving a problem or effectively responding to a customer request is a major source of motivation.

WHAT SPECIFIC SKILL SETS YOU APART? 

A commitment to service is at the heart of the customer service profession. In addition, essential skills include organization, communication, and the ability to manage multiple priorities simultaneously.

ANY ADVICE FOR THOSE LOOKING TO JOIN CUSTOMER SERVICE? 

To succeed in Customer Service, it’s important to be organized, responsive, and have strong interpersonal skills.
Being able to communicate clearly, manage stress, and remain solution-oriented are essential qualities for fitting in and thriving in this role.

ANY MAJOR PROJECTS OR GOALS FOR 2026? 

The Customer Service teams are continuing their efforts toward continuous improvement, particularly through the optimization of tools, processes, and internal communication.
These changes aim to further improve service quality, responsiveness, and the overall customer experience.