About This Role
This role involves managing the complete order process from creation to customer delivery, ensuring customer satisfaction and efficient logistics. The specialist will handle order capturing, tracking, and fulfillment, liaising with customers and stakeholders to resolve issues and optimize processes. It suits a proactive individual with strong customer service and order management experience, capable of working independently and as part of a team.
Responsibilities
- Be accountable for execution of complete order process from sales order creation up to the delivery at our Customer
- Receive orders in different formats through multiple channels
- Check orders in SAP R/3 on product codes, stock availability, and decide on product allocation
- Schedule delivery appointments
- Liaise and provide solutions during the end-to-end process to our Customer and stakeholders if any changes are required
- Identify and consolidate orders from customers to build full truck loads where applicable
- Have direct written and verbal contact with Customers and partners
- Maintain and develop relationships, provide great Customer Service to increase Customer satisfaction and minimize Customer complaints
- Support cost transformation initiative by providing analysis of non-conformance incidents and reviewing shortage logs
- Support Supply Chain teams in reaching sustainability targets by ensuring customer minimum order quantities are met and transport costs are reduced
- Understand Key Performance Indicator requirements and own work impact in order to achieve and exceed desired results
- Support On-time and In-full thresholds
- Handle tight deadlines in a fast-paced environment and prioritize daily tasks according to current business needs
- Take responsibility for Customers' logistics claims through Dispute Case Management tool
- Investigate complaints, create credit/debit notes and returns, attach required approvals, liaise with stakeholders when required
- Monitor and process all returns according to financial requirements and ensure compliance to all SOX controls
- Participate as an active contributor in regular teleconferences/meetings with stakeholders
- Address Customer requirements shortcomings
- Pro-actively communicate challenges and search for optimal solutions adjusted to the current situation
- Manage proactively Customer portfolio, update regularly internal documentation related to Customer's data
- Manage daily job shares alongside other team members, including joining operations calls, identifying incomplete documents and creating material determination, amongst others
- Identify continuous improvement opportunities and cost savings, address gaps in current processes and suggest optimized ways of working to improve customer satisfaction and team efficiency
