Customer Service Representative - Order Management (SZJ-12555)

The Customer Service Representative will have an executing role in ensuring a best in class order fulfilment and related processes to deliver value and performance for our internal, external customers, and Our Company while striving for excellence and continuous improvement. The role focuses on Key Account Management. This role reports to the Customer Service Team Leader within the Integrated Business Operations and is governed by policies and frameworks established by the company.

Main Duties and Responsibilities of the Role

• Receive & enter order into processing system and confirm shipments
• Keeping Customers updated on the status of their Purchase Orders.
• Follow -up on deliveries of products with Logistics
• Interfacing internally (sales, Business Management SCM, etc.) and externally ( customers, agents, terminals, warehouses, freight forwarders ),
• Addressing forecast vs demand gaps to Business Management
• Ensuring on time invoicing and supporting on time payment efforts
• Prepare and check required documents necessary for transport, customs, shipping, and banking.
• Entering Complaint Management and managing E2E communication
• Return Product Order Management
• Ensuring on time Return Fleet Management process
• Coordinate intercompany orders (if applicable)
• Working closely with Sales team to manage the accounts
• Reviewing all documentation/agreements related to a customer and monitoring the implementation of new accounts
• Acting as first point of contact for all levels of assigned accounts and managing all aspects of processing any customer requests
• Supporting sales team with Sales order data or any other ; meeting document preparations related to the specific account
• Participating in Customer Meetings
• Organizing Order/Product Launch meetings with respective customers/sales and other stakeholders
• Maintaining customer’s interfaces/portals
• Initiate & Collect ideas for process improvement
• Drive end to end process improvements related to the specific key accounts

Qualifications

• College or university degree preferably in Business/Economy
• 3-5 years relevant work experience

Skills:

• Advanced communication level in English (both written and verbal)
• Other European language knowledge is an advantage
• Good IT skills (MS Office, SAP is an advantage)
• Experience in Shared Service Environment
• Customer Service and / or Order Management Experience
• Customer-focused attitude
• Exceed customer’s expectations (internal/external), establishes and maintains effective relationships with customers
• Proactive and independent problem solving skills
• Excellent organizing and time management skills
• Supportive attitude, develops and maintains positive relationships with all business partners
• Ensuring Process Compliant and high quality of day-to-day operation.
• High level of ownership of the end to end processes
• Self-development skills; personally committed to and actively works to continuously improve him/herself on inter-personal skills