Job Description

Your main responsibility is to provide the highest level of customer service excellence to customers by managing all aspects from order entry to fulfilment within the value chain.

• Key objective for this role is improve the customer journey by ensuring that the needs of all customers are met with high quality, timely and in a professional manner.
• The role is busy and varied and offers great opportunity to increase overall customer satisfaction.
• Key for this his position is to have good customer service attitude, good attention to detail and to have good communication level of English.

You will:
Be the first point of contact for customers for questions /concerns about their orders (questions related to lead time, order status, logistics, invoicing)

• Assist customers with all questions related to claims that were sent (Claim Status, Rejection reason, Credit note details)
• Act and react pro-actively (timely manner with daily frequency) in relation to open orders report in order to make sure all orders are processed and treated
• Manage the discount (quoting) approval process to ensure effective and efficient commercial pricing process
• Process & resolve order holds (roadblocks removal and release)
• Manage & resolve disputes related to campaigns, credit notes, damages & price issues
• Manage changes to deliveries (address changes, express deliveries)
• Manual order entry in case of special orders (inter company orders & fairs)
• Liaise with the Supply Team for lead time information and clarification
• Liaise with internal teams ((Supply chain, Shipping ,Customs, Finance, Sales & Marketing and Product Line) to promote order fulfilment and customer satisfaction,
• Participate to weekly invoicing calls
• Actively participate in defining process improvements from project scoping to user acceptance testing
• Create & monitor reports for on time order entry, booking and progression of orders
• Resolve together with IT/Data Governance system related issue’s

Required Knowledge, Skills, and Abilities