Key Responsibilities:Creating and driving the customer service part of the local sales strategy with a view to achieving departmental and company goals, in alignment with the Sales DirectorParticipate in Wholesale meeting. Provide clarity to sales team on R&R and Processes (i.e. how to process a return or claim)Guaranteeing an updated, efficient and optimal overall Wholesale Order Book and providing constant visibility to Sales management on order book situation, including the following:Representing sales team in 100% meeting lead by OF to review upcoming delays and communicating critical delays to the sales teamProviding Sales Order forecasting to Inbound for logistic warehouse planningEnsuring a reliable and professional service level as well as by means of functional leadership of the team and development of necessary key skills of the customer service team members. Monitoring KPIs of the performance of the CS teamShaping, continually optimising and documenting the Key & Field Account CS processes while taking the interests of the company and the customer into accountApproving returns or claims requests according to authorization matrix, always ensuring the compliancy of the process is respected in the marketRepresenting the interests of the sales department vis-à-vis responsible persons of other departments (local, region or global) by working as a “customer service representative” in key projects for the companyOthers: Working as a key user and/or tester in system- and process-based IT projects, as well as updating and adapting the test scenarios