This role will report to the regional Customer Experience Supervisor/Senior Supervisor and will be responsible for commercial and operational activities as part of the Order-To-Cash process: i.e. validation and booking of customer orders, managing order fulfillment activities, providing proactive updates to customers, managing physical & financial claims etc. with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.
- Timely gather all relevant info to accurately respond to all customer queries related to:product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value.
- Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales)
- Validation and order entry of customer purchase orders within defined target and quality.
- Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion, etc).
- Covers order scheduling according to customer specific requirements as well as internal stock availability
- Set up, document and maintaining the order entry process for assigned customers.
- Act as an active interface between customer Integrated Supply Chain (ISC), Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue.
- Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
- Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog.
- Performs regular backlog management activities to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes.
- Supports revenue maximization activities (pull-in’s, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities.
- Supports all customer disputes regarding standard return transactions, short shipments, and ensures fast resolution in collaboration with other internal departments.
- Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation.
- Ensures accurate processing of performance rebates, special pricings and quotes.
- Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices and working with Dispute Resolution Team when applicable.
YOU MUST HAVE
- Bachelor’s degree.
- Business fluent in written and spoken English.
- 2+ years Customer Support and/or equivalent in supply chain / order management / order to cash related experience.
- Knowledge/experience with CRM/SAP and understanding CRM/ERP system business processes.
- Intermediate level of MS office skills (Excel, Word, Outlook, PowerPoint).
WE VALUE
- Process documentation skills.
- User level for SAP, SFDC or similar ERP/CRM tools.
- Operational knowledge of SharePoint based tools.
- Experience with Customer tools/portals perceived as a plus.
- Incoterms & special Trade and Compliance knowledge.
- Financial understanding of the Order To Cash process including: VAT, billing, proforma requirements, credits.
- High level of customer orientation.
- Good written and spoken communication skills (phone, mail, email).
- Ability to build relationships and networks in a virtual team environment.
- Strong team player with the ability to take ownership and follow-through.
- Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement.
- Demonstrated solution-oriented, pro-active “can do” attitude, Willingness and ability to work under own initiative.
- Self-motivated with assertive communication skills, positive and result oriented attitude.
- Well organized with good time management, result oriented.
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