Sonja Eichhorn Email & Phone Number

Amsterdam, Nh, Nl

Utrecht, Netherlands

Amsterdam Area, Netherlands

Responsible for managing front-end operations to ensure best in class service as well as run and participate in diverse projects to increase Customer Satisfaction and Process Excellence. • Managing day to day Customer Service operations (60 FTE) incl. responsibilities for hiring, performance management and staff development.• Fostering an environment in which internal/external customers enjoy high level of service & employees are motivated to deliver top performance.• Supporting the development & implementation of differentiated service packages for our clients. • Ownership of all outsourcing activities to ensure seamless integration of certain CS activities into our Shared Service Center in India. • Supporting and coordinating the integration of several new businesses within CS Western EU.• Support roll-out of SAP Commercial template and Salesforce.com. • Developing & redesigning of the CS scorecard and relevant KPIs.• Representing & supporting CS during diverse merges & acquisitions (Millipore – Merck 2010 & Merck – Sigma Aldrich 2015). • Developing and leading of Mentor/Buddy Program with CEX. • Acting as Randstad BP to review service level and define business strategy.• Running soft skill trainings within CEX organization. • Reviewing & defining POA of yearly Customer Satisfaction Survey.

Amsterdam Area, Netherlands

Jan 2012 – Apr 2014 CS Manager LabSolutions Western EU Dec 2010 – Dec 2011 CS Manager DACH & Italy Feb 2007 – Nov 2010 CS Manager DACH & Eastern Europe Responsible for managing Order-to-Cash Customer Service activities for diverse areas within Western EU on site as well as remote. • Managing customer service teams, processes, and polices (30 FTE). • Responding to issues such as service inquiries, problem resolution, and retaining accounts.• Handling customer escalations and all customer relations issues.• Managing internal as well as external customer expectations.• Building customer relationships and loyalty incl. face-to-face customer visits.• Carrying out performance surveys amongst customers to gain an insight into the quality of service offered to them.• Ad-hoc researching and investigating issues that concern a customer.• Preparing & presenting daily/weekly/monthly reports for senior managers.• Coaching & developing team members in soft skills.• Assessing customer service department’s performance against target.• Representing the Customer Service department in any company wide meetings or trade fairs.

Amsterdam

Responsible for a team of 10+ customer service representatives, ensuring they delivered high quality service daily.• Directly supervising and coordinating the activities of all customer service employees (10 FTE).• Standardizing customer service procedures across the company.• Training staff on customer service operating procedures.• Answering inbound customer calls and emails.• Authorizing refunds or other compensation to customers.• Developing and maintaining productive relationships with all company staff.• Assisting with staff hiring, training, support, and retention.• Coordinating operational activities.• Providing feedback to management concerning possible problems or areas of improvement.• Handling enquiries from customers.• Resolving escalated customer complaints or disputes.• Evaluating the work and performance of staff.• Providing training to new hires as well as developing training materials and SOPs.

Responsible for the Order-to-Cash handling of customer orders within the German speaking area. • Processing customer orders received per phone/fax/e-mail/web into ERP. • Working hand in hand with sales associates to ensure our clients received products that best suited their business needs along with the best pricing. • Identifying problems and corrective action of all order requirements for product, product configuration, pricing, etc. • Liaising with internal departments to resolve entry and/or delivery delays of customer orders to ensure customer requirements were always met.• Resolving simple to complex billing related issues.

New York City Metropolitan Area

• Coordinating & supervising individual and small group travel sales arrangements throughout the eastern U.S. and Canada (for European tourists and Travel Agents).• Securing, building and owning business relationships with customers as well as business partners, resulting in strong relationships.• Recruiting & managing a staff of 8, involving training, workflow, quality control, conflict resolution, and review processes.• Contributing to purchasing and product development.• Representing New World Travel at international trade shows and seminars.

Düsseldorf, North Rhine-Westphalia, Germany

Responsible for selling & organizing tailormade incentive package.• Conceptualizing & presenting group and incentive itineraries to destinations worldwide, meeting clients‘ ideas and budget requirements.• Negotiating with national and international business partners and tour operators to finalize itineraries and booking all program services such as transportation, hotels and meeting facilities.• Finalizing programs in coordination with the clients and conducting pre-inspection trips to the event destinations to ensure high program quality.• Issuing all necessary travel documents and event material (e.g. customized travel programs and signs, menus, decorations).• Escorting & supervising groups.• Handling all billing for groups and incentives.

New York City Metropolitan Area

Selling & arranging individual travel arrangements within USA & Canada for B2B customers related to the European German speaking market. • Managing all day-to-day tour coordination including hotel, car and tour reservations.• Preparing and organizing itineraries tailored to individual and small group travel needs for the eastern U.S. & Canada.• Negotiating rates with local hotels, restaurants, bus companies, museums and tour guides.• Meet & Greet Service at the airport and hotels.

Düsseldorf, North Rhine-Westphalia, Germany

Travel Agent situated within Ericsson & Peek & Cloppenburg Company • Organizing and coordinating all business and leisure trips.• Advising clients on all related land, air and sea travel matters including international document requirements, schedules and rates.• Independently booking all travel arrangements and issuing necessary travel documents accordingly.

Trainee @ Travel Agency

Diploma Of The Chamber Of Commerce And Industry

Gymnasium

Honors High School Diploma

This was an exchange year for me