Key responsibilities
ensure timely and accurate delivery of products to customers as per sales offers/orders, adhering to agreed-upon terms.
order management
* process various order types in the system.
* manage incoming calls and send confirmation to customers based on atp (available-to-promise) or partial delivery.
backorder monitoring and order administration
* monitor customer backorders in collaboration with customer service, warehouse, supply & demand, credit control, purchase, and forwarder teams.
* maintain planned shipping days despite delays or customer requests.
* handle customer order cancellations due to defects (doa).
* track call-off orders.
non-conformity handling and complaint resolution
* initiate internal complaints and rma (return merchandise authorization) when necessary through salesforce or lawson.
* send customer receipt confirmations for complaints.
* coordinate internally to resolve solutions and corrective actions.
* inform customers about corrective actions or escalate/account manager involvement.
* implement solution and corrective actions.
* process sap and salesforce credit-note procedures for doa cases.
enquiry handling
* address customer inquiries regarding deliveries, delays, or problems.
* follow up on pending basic quotes.
customer care
* provide effective customer service and address customer questions in a service-oriented manner.
* follow up on requested actions from sales representatives' call reports.
* inform customers about changed delivery times and equivalent products.
filing & miscellaneous
* manage case files in salesforce.
* keep customer details and price agreements up-to-date.
requirements
* bachelor's degree in business, international relations, or related field.
* a minimum of 1 year of experience working as a csr, preferably from a manufacturing company.
* proficiency in english language due to the global nature of the role.
* customer-focused with attention to detail.
* basic computer skills/ms office.
* problem-solving ability.
* sense of urgency.