The purpose of this position is to receive and process customer orders and to provide service information to external customers or potential customers on various types of customer orders, including complex and/or export orders, to ensure customer satisfaction.
Key Responsibility Areas
Acts as primary customer interface for important external customers, distributors, potential customers and other roles internal to the business.
Pro-actively interacts with customer for notification of late orders due to product availability, transportation issues
Interacts with customers as occasion arises - on site. Develops and maintains in-depth knowledge of assigned customers : knowledge of roles and responsibilities at the customer and knowledge of internal relationships/decision makers,understanding the business model
Interacts with broader network of Internal Partners to ensure that the customers' requirements are understood and commitments are met.
Receives and processes all types of customer orders including complex and/or Export orders.
Responsible for inquiry & order handling process from beginning to end
Is responsible for management of consignment stock : consignment fill-up, inventory management, invoicing, count, reconciliation
Processes customer complaints and returns according to Complaint Management process and return policies. Is able to identify need for extra information to enable a thorough complaint analysis.
Performs quality control checks and takes subsequent corrective actions. Actively monitors open orders to ensure that deliveries arrive at the customer on time, as committed.
Follows desk procedures/policies in compliance with QS 9000, ISO and/or other Quality System requirements.
Is able to provide backup coverage for (Junior) CSRs or Senior CSRs for standard transactions.
Optional (depending on BU requirements) :
Performs standard Customer Master Data Maintenance activities following defined procedures and guidelines
Performs limited Master Data entries related to: Materials, Transfer pricing, customer prices, GTS
Receives, corrects and processes complex orders shipped between regions or plants.
Has understanding of cash collection process e.g. credit hold next steps/actions. On request, resolves open credit issues with customers and issues invoice adjustments and other debits/credits.
Performs active follow-up on sales versus forecast. Interacts with the customer to get better understanding of variations.
Supports Sales by providing detailed input/reports on sales volumes by account