**Responsabilidades**:
**Position Summary**:
- Main contact for internal stakeholder and external account customers
- Responsible for complete order fulfillment within the order-to-cash process to ensure best in class customer satisfaction and KPIs/Metrics expectations
- Order-to-cash includes owning the order from start to finish of order lifecycle
- Order entry
- Order management
- Problem solving
- Administration
- Registration of new customers and master data maintenance
- After order sales services (e.g.
complaint handling)
**Areas of Responsibility**:
- Enter and manage purchase orders and delivery schedules in SAP system
- Monitor and check order placement (EDI/Manual Orders/)
- Manage price accuracy in orders
- Process billing or quality related order adjustments (e.g.
returns, credit/debits notes)
- Maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio
- Daily monitoring and management of orders in Order Cockpit Dashboard, to ensure orders are progressing as expected
- Prioritize and manage urgent escalations and provide timely and effective solutions to customers
- Manage customer complaints and ensure timely resolution and response.
- Collaborate and Communicate daily with other internal stakeholders.
- Provide customers with requested regulatory, certificates, & declarations documentation.
- Follow established policies to ensure adherence to order process flow.
- Adhere to company business rules and processes.
- Consistent proactive communication of order status with customers to build and maintain trustful relationships.
- Actively gain knowledge of company products and services.
- Communicate to customers via Salesforce (CMS) to log, track, and maintain daily communications of cases.
- Meet/exceed monthly KPI metrics and objectives.
***
Competencias:
**Requirements**:
- Ability to work in a global fast paced and complex environment
- Bachelor's degree or equivalent experience
- Microsoft-Office skills proficient
- Being flexible and adaptable to change
- Critical Thinking and Problem-Solving Skills
- Ability to build relationships
- Ability to work well in a team environment
- Customer - focused mindset
- Good communication skills - verbal, written, and listening
- Attention to detail
- Ability to multitask
- Effective Time Management
- Positive, Empathetic, and Friendly attitude
- Accountable, Responsible, Engaged and Resourceful Person and Team Player
- SAP/Salesforce knowledge is an advantage
- Customer Service Order Management experience is an advantage