Job Description

Role overview:

End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration; Engage with customers to provide a positive, quality Sales experience in all circumstances; Closely collaborate with Sales department and across all business functions both locally and centrally; Promote a high level of customer satisfaction and quality of service; Provide quality and proactive support to both internal and external customers.

Responsibilities:

End-to-end management of the OTS (order to shipment) process; Daily contact/liaison with customers and sales team; Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery; Ensure daily log-in & consistent availability on cloud-based, interactive telephony system (Fuze); Process customer pricing approval requests (PAR) and action/follow up within appropriate departments; Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team; Provide customer and internal reports as and when required; Update and maintain all customer records in conjunction with Master Data; Promote & follow-up electronic ordering (Teccom/EDI); Support in processing customer invoicing & resolution of queries as appropriate; Review and update packing/shipping instructions; Maximize shipments and improve availability where possible; Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary); Follow-up proactively with material and delivery issues, ensuring high level of customer focus; Interface with credit department and all other departments; Meet forecast pressure; Initial point of contact for all first-level customer complaints and queries; Follow all procedures according to corporate guidelines (in a timely manner); Provide documents whenever necessary/as required for audit purposes; Work closely with the DC and manage stock levels and delivery dates.

Requirements:

Previous experience in a customer service/admin environment; High level of written and spoken English; Good working knowledge of MS Office; SAP knowledge and experience; Automotive industry experience would be advantageous; Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements; The ability to be able to liaise confidently with customers and internal stakeholders;




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