DUTIES AND RESPONSIBILITIES :
Manage orders, direct shipments and inquiries for a given portfolio of customers in full compliance with internal policy, trade & tax legislations.
The position requires to operate in close relationship with Sales & Operations structures locally and in our distribution centers located in EMEA.
Will be in charge of order booking, backorder management, direct shipments, monitoring issuance of invoices, transport and customs papers, for the aftermarket business of FM.
Deliver excellent customer service and manage the needs of our customers and partners, through our communication channels.
Participate in activities designed to improve customer satisfaction and business performance. Continuously identify work process improvements and communicate to Team Leaders and (or) Managers.
All these activities shall be performed in full coordination with existing structures.
Order management :
Daily management of order booking (via phone, email, files, e-ordering tools) and direct shipments for EMEA
Daily management of customer inquiries linked to the order book, status of delivery, product status and availability, e-
ordering tools, accounts in past due, claims and returns status, in full coordination
with Customer department, Cash collection team, Sales team & Operations team.
Monitor order book and takes actions to either fill in incomplete orders, release blocked orders or clean-up based on customer request or backorder policy
Promote use of electronic ordering (TecCom; eConnect; EDI)
Recurrent reporting of open order book, delivery status and invoicing
Coordinate shipment process :
Create collective delivery & give relevant information / instructions to Distribution centers / Plants for order preparation in full compliance with internal policy & applicable legislation and customer agreed specifications.
Once orders are ready for shipment, coordinate shipment organization with the distribution center / plant teams & inform customers accordingly.
Upon shipment, monitor the receipt of invoices and customs papers (if necessary) to customers either by post, email, files, EDI
Proactive follow-up on backlog, getting delivery in time, request update of material status, negotiating requested delivery date with customers to ensure order book accuracy
Communication & process improvement :
Follow FM processes and policies. Ensure order management, direct shipments, e-ordering accounts creation and all other activities, are done according to internal approved & defined processes & in conformity with FM standards.
Manages customer relationship and customer satisfaction.
Participate on problems resolution to build and maintain a strong relationship with our internal and external customers and business partners.
Adapt & standardize operational processes. Drive continuous improvement of such processes.
Collaborates with Operations to achieve a good SLA, with focus on IKAM
Support Back office team in solving the customers' requests
Participates in all required meetings
Set-up goals following the annual CS objectives
Coordinate also with other functions such as Operations, Sales, Marketing, Finance (credit analyst), HR, Quality & Warranty, depending on tasks scope.
JOB REQUIREMENTS & SKILLS :
Excellent organization and time management skills
Strong written, verbal communication, and interpersonal skills in English; any other language is a plus
Strong work ethic in a fast pace environment with an emphasis on accuracy and attention to detail
Task prioritization and follow-up skills
Process management skills
Capable of versatility and adaptability
Business process knowledge
SAP, CRM, MS office, data warehouse
Ability to follow instructions and standard work processes
Ability to collaborate in a cross functional and global team environment
Languages : English (mandatory); any other language is considered a plus
KEY INTERFACES :
Internal : Customer service teams, Sales, Operations, Traffic, Quality, Finance and Pricing
External : customers, agents, forwarders and others when needed
Bachelor degree or equal through experience
Minimum 1-2 years of working experience in the related field is required