*responsabilidades*:
*position summary*:
- main contact for internal stakeholder and external account customers
- responsible for complete order fulfillment within the order-to-cash process to ensure best in class customer satisfaction and kpis/metrics expectations
- order-to-cash includes owning the order from start to finish of order lifecycle
- order entry
- order management
- problem solving
- administration
- registration of new customers and master data maintenance
- after order sales services (e.g. complaint handling)
*areas of responsibility*:
- enter and manage purchase orders and delivery schedules in sap system
- monitor and check order placement (edi/manual orders/)
- manage price accuracy in orders
- process billing or quality related order adjustments (e.g. returns, credit/debits notes)
- maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio
- daily monitoring and management of orders in order cockpit dashboard, to ensure orders are progressing as expected
- prioritize and manage urgent escalations and provide timely and effective solutions to customers
- manage customer complaints and ensure timely resolution and response.
- collaborate and communicate daily with other internal stakeholders.
- provide customers with requested regulatory, certificates, & declarations documentation.
- follow established policies to ensure adherence to order process flow.
- adhere to company business rules and processes.
- consistent proactive communication of order status with customers to build and maintain trustful relationships.
- actively gain knowledge of company products and services.
- communicate to customers via salesforce (cms) to log, track, and maintain daily communications of cases.
- meet/exceed monthly kpi metrics and objectives.
*
competencias:
*requirements*:
- ability to work in a global fast paced and complex environment
- bachelor’s degree or equivalent experience
- microsoft-office skills proficient
- being flexible and adaptable to change
- critical thinking and problem-solving skills
- ability to build relationships
- ability to work well in a team environment
- customer - focused mindset
- good communication skills - verbal, written, and listening
- attention to detail
- ability to multitask
- effective time management
- positive, empathetic, and friendly attitude
- accountable, responsible, engaged and resourceful person and team player
- sap/salesforce knowledge is an advantage
- customer service order management experience is an advantage