*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