What will you do?
Follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time.
How will you do it?
Order Processing
- Incoming calls management
- Order input in the system (different order types)
- Send order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc.)
Backorder monitoring and order management
- Monitor the customer backorders in conjunction with Customer, Warehouse, Supply & Demand, Credit Control, Purchase and Forwarder.
- Maintenance of planned shipping days (delays, customer requests, etc)
- Handle customer order cancellations (DOA)
- Monitor call-off orders
Handling non-conformities and complaints
- Issue internal complaints and RMA if required. (Salesforce / Lawson)
- Send customer receipt confirmation of complaint.
- Follow up and coordinate internally on solution and corrective actions
- Inform the customer about corrective actions or escalate/involve account manager
- Action on solution and corrective actions
- SAP and Salesforce credit-note procedures (DOA)
Enquiry handling
- Handle customer questions on deliveries, delays, problems, etc.
- Follow-up on pending basic quotes
Customer care
- Handle customer questions effectively and in a service-oriented manner
- Follow up on actions requested in sales representatives call reports
- Inform customers about changed delivery times and equivalent products
Filing & miscellaneous
- Case management in Salesforce
- Keep customer details and price agreements up-to-date.
What are we looking for?
- Bachelor’s degree in business, international relations or related.
- Minimum 1 year of experience working as CSR (from a manufacturing company is a plus)
- Due to the global nature of the role, proficiency in English language is a must.
- Customer-oriented with a focus on details
- PC skills/ MS office
- Problem-solving
- Sense of urgency