PRIMARY PURPOSE OF POSITION : 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.MAIN RESPONSIBILITIES : Order management : Daily management of order booking (via phone, email, files, e-
ordering tools) and direct shipments for EMEADaily 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.
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, EDIProactive 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 IKAMSupport Back office team in solving the customers’ requestsParticipates in all required meetingsSet-
up goals following the annual CS objectivesCoordinate also with other functions such as Operations, Sales, Marketing, Finance (credit analyst), HR, Quality & Warranty, depending on tasks scope.
any other language is a plusStrong work ethic in a fast pace environment with an emphasis on accuracy and attention to detailTask prioritization and follow-
up skillsCapable of versatility and adaptability. Takes initiativesBusiness process knowledgeSAP, CRM, MS office, data warehouseAbility to follow instructions and standard work processesAbility to collaborate in a cross functional and global team environment