Location:

(HEU) Home Based Spain

Job ID:

R0015861

Date Posted:

2023-02-09

Company Name:

HITACHI EUROPE S.A. (SPAIN)

Profession (Job Category):

Sales, Marketing & Product Management

Job Schedule: 

Full time

Remote:

No

Job Description:

Summary of the position:

A highly visible front-line role, which will include, but not be limited to, leading the EMEA sales support team to achieve Customer Satisfaction. This position is responsible for leading sales admin team – managing the departments’ daily activities, ensuring customer requirements are fulfilled in a timely manner, meeting established goals and productivity targets, training and development of staff. Manages customer orders from inception to completion, responsible for scheduling in-house SAP and process requirements projects. Responsible for managing the process and stock levels for the Europe Warehouse. Lastly, the position establishes the precedence for and leads the team in ensuring excellence in customer service through the timely and responsive handling of all customer interactions, driving to be our customers’ partner of choice.

Duties and responsibilities:

• Provides daily leadership to sales support admin Order Entry Team to achieve objectives.
• Trains, coaches and advises sales support Team members as required to ensure that objectives are achieved.
• Leadership for resolving Order Entry or expediting  issues as well as applying new processes and skills to improve the operations status quo.
• Performs work assignments that are of an advanced level, identifying barriers to success, utilizing troubleshooting and problem solving skills towards development of creative solutions to complex issues.
• Frequently suggests solutions to problems that impact not only their own work and responsibilities but those of the entire departmental team. Identifies root cause issues and implements and assesses countermeasure.
• Coordinator in the direction of others towards completion of daily work tasks.
• Schedules Team Members for coverage before and after core hours.
• Responsible for the completion and accuracy of projects and daily Team tasks, including the planning and assigning of tasks to other staff members that would contribute to lower level professional development.
• Respond to customer inquiries related to order status, availability, delivery and problem resolution.
• Oversee all incoming calls, inquiries, emails to the tram – ensure quick, complete and accurate responses to the customers’ needs.
• Use case-management in SAP and MS Dynamics CRM program to document customer inquiries and bring them to closure.
• Act as company subject matter expert on SAP, assisting with training of supporting departments using the software.
• Assist with the hard-allocation emergency order queue, reviewing orders with backorders and shortages, and procuring parts from other Sullair warehouse locations in order to fulfill those emergency orders in a timely basis.
• Coordinates with the Europe warehouse inbounds and outbounds processes and KPI’s.
• Coordinates import/ export processes and facilitates required documents in a timely manner.
• Coordinates special requirements with the Region Sales  Managers and the Service Manager.

Qualifications:

Education:

• Bachelor’s degree in a related field.
• Post-graduate degree preferred.

Professional experience:

• Top Level Expert in Service, Production or Support Worker role requiring advanced skills to perform all standard tasks within the function as well as specialized tasks.
• Experience in international trade.
• Minimum of 5 years of experience in customer service/sales.
• Exceptional verbal and written communication skills.
• Strong interpersonal and active listening skills.
• Sense of urgency.
• Good organizational skills and attention to detail.
• Ability to manage multiple priorities, remain calm under pressure, and work well across all levels of the organization.
• Moderate proficiency with Microsoft programs such as CRM, Outlook, Word, Excel preferred.
• Proficiency with SAP.
• Microsoft Dynamics experience a plus.
• Multiple language capabilities a plus.

Key behaviors:

• On-time to all meetings/appointments/and scheduled engagements.
• Diligent to work habits.
• Dedicated to completion of responsibilities.
• Willing to accept responsibilities within a team environment.