Responsible for perfect order fulfillment within the order-to-cash process to ensure customer satisfaction. Order-to-cash may include pricing administration, order entry, customer service/problem resolution, billing coordination, collections, and master data maintenance, complaint handling.
key activities, responsibilities, accountabilities
* be the main contact for customers throughout the americas region with regular interactions both on the phone and via email.
* enter and manage customer orders and delivery schedules in sap system (edi, e-mail, order bot).
* process billing or quality related order adjustments (e.g. returns, credit/debit notes).
* maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio.
* track and maintain daily communications of cases.
* daily monitoring and management of orders in order cockpit dashboard to ensure that orders are progressing as expected.
* prioritize and manage urgent escalations and provide timely and effective solutions to customers.
* create/maintain customer master data information & customer shipping instructions.
* manage customer complaints and ensure timely resolution and response.
* provide required documents, certificates, declarations.
* collaborate and communicate daily with other internal stakeholders i.e. sales team, logistics transportation & warehouse team, order coordinator, credit/collections, billing, quality, regional business management, approvers, etc.
* proactive communication with customers to build and maintain trustful relationships, acknowledge customers about order status and ongoing cases.
* actively gain knowledge of company products and services.
* ownership of attending trainings, meetings, and applying knowledge learned.
key deliverables / expectations
* build and maintain customer relationships and trust.
* provide accurate and complete order management.
* adhere to company business rules and processes.
* follow established policies to ensure adherence to order process flow.
* understand the company’s products and services and be updated about processes and trends.
* meet/exceed monthly kpi metrics and objectives.
competencies / behaviors
* customer focused mindset.
* ability to multitask.
* effective time management.
* ability to build relationships.
* ability to work in a global fast-paced and complex environment.
* being flexible and adaptable to change.
* critical thinking and problem-solving skills.
* good communication skills - verbal, written, and listening.
* positive, empathetic, and friendly attitude.
* accountable, responsible, engaged, and resourceful team player.
* precise, detail-focused.
* able to cope with stress (stress resistant).
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