Overview:
Responsibilities:
30 %
1.
Handling Presales Process / Process all types of customer orders
How is it accomplished/Key Performance Indicators?
30 %
2.
Handle order management process
How is it accomplished/Key Performance Indicators?
20 %
3.
Handling After-Sales Activities
How is it accomplished/Key Performance Indicators?
15 %
4.
Support for sales
How is it accomplished/Key Performance Indicators?
5%
5.
Other Customer Service tasks
How is it accomplished/Key Performance Indicators?
Qualifications:
Experience (required):
Experience (preferred):
<10 %
.This position provides support to Customer Service Representatives in cross-functional processes targeting on supporting processes, tools, training, customer satisfaction, KPI, Data Analysis and interface to other departments.
Responsibilities:
30 %
1.
Handling Presales Process / Process all types of customer orders
How is it accomplished/Key Performance Indicators?
- Handling incoming calls, inquiries, requests
- Develop integrated product solution referring to customer specific requests
- Create quotations
- Advice Customers regarding order delivery status, products, marketing materials etc.
- Solution for product requests (integral)
- Entering transactions and processes
- Handling outbound calls to customers to clarify order requirements when necessary
- Quotation tracking
- Contract review (to understand any specific terms and conditions agreed with a
customer)
- Preparing the tender/project documentation
- Answering order related questions
- Gate Keepers
30 %
2.
Handle order management process
How is it accomplished/Key Performance Indicators?
- Providing Customers with the information regarding delivery times
- Order Acknowledgment
- Support the pricing process, where required
- Responsibility for accuracy of customer master data (ship to, bill to, name etc.)
- Order status
- Preparation for invoice readiness
- Efficient and effective resolution of customer issues or inquiries.
- Process credit/re-bills requests, resolve mis-shipments and provide proof of deliveries
- Coordination of the ordering and delivery processes
- service orders coordination
20 %
3.
Handling After-Sales Activities
How is it accomplished/Key Performance Indicators?
- Handling returns and credit notes
- Handling customer complaints (including warranty claims)
- Accounts receivables – overdue invoices – contact customers to check what needs to be done
- communication internally to Front End Logistic, Finance, Customer Support or other functional areas to clarify all doubts regarding the offer/project/product
- Quality Field Actions communication and coordination with affected customers
15 %
4.
Support for sales
How is it accomplished/Key Performance Indicators?
- Understand customer data (sales volume, frequency of purchase, ….) to predict the trends and customer needs in order to approach them actively (directly or through Sales Representatives)
- Act as a professional and pro-active contact person for Customers
- Maintain good business relations with Customers
- Quotations follow up
- Communication with Channel Partners, sending important information about promotions, issues, quality actions
5%
5.
Other Customer Service tasks
How is it accomplished/Key Performance Indicators?
- miscellaneous (e.g. supporting audits, inventory)
- participation in projects
Qualifications:
High Level Requirements of Position:
Experience (required):
3 years in a similar job responsible for handling customer requirements post/pre order.
- SAP or other ERP experience.
- Purchasing and order placement along with general supplier handling experience
- Experience in handling customers/suppliers and solving problems
- Excellent communication skills – both verbal and written
- Detailed orientated with analytical skills
- Excel and Microsoft tools experience
- Fluent in English
Experience (preferred):
Bachelor’s degree in related field
- Fluency in other language from the MEAIRR region
- Experience in working with CRM and SAP
- Commercial background
- Project Management experience
Education (required):
Master Degree in related field
Travel:
<10 %
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