What will you do?
follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time.
how will you do it?
order processing
* order input in the system (different order types)
* incoming calls management
* send order confirmation to customer (confirm delivery date based on atp, partial delivery allowed, etc.)
backorder monitoring and order management
* monitor the customer backorders in conjunction with customer, warehouse, supply & demand, credit control, purchase and forwarder.
* maintenance of planned shipping days (delays, customer requests, etc)
* handle customer order cancellations (doa)
* monitor call-off orders
handling non-conformities and complaints
* issue internal complaints and rma if required. (salesforce / lawson)
* send customer receipt confirmation of complaint.
* follow up and coordinate internally on solution and corrective actions
* inform the customer about corrective actions or escalate/involve account manager
* action on solution and corrective actions
* sap and salesforce credit-note procedures (doa)
enquiry handling
* handle customer questions on deliveries, delays, problems, etc.
* follow-up on pending basic quotes
customer care
* handle customer questions effectively and in a service-oriented manner
* follow up on actions requested in sales representatives call reports
* inform customers about changed delivery times and equivalent products
filing & miscellaneous
* case management in salesforce
* keep customer details and price agreements up-to-date.
what are we looking for?
* bachelor’s degree in business, international relations or related.
* minimum 1 year of experience working as csr (from a manufacturing company is a plus)
* due to the global nature of the role, proficiency in english language is a must.
* customer-oriented with a focus on details
* pc skills/ ms office
* problem-solving
* sense of urgency
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