*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.)- credit notes / invoices processing.
*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