**Join a team recognized for leadership, innovation and diversity**:
The Customer Support Organization has an important role to play as they serve as the primary customer contact for an assigned portfolio of accounts they bring the customers, sales and business operations together.
They are responsible for commercial and operational activities as part of the Order-To-Cash process: i.e.
validation and booking of customer orders, managing order changes, providing status updates, managing physical & financial claims with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.
**Responsibilities**
**_Pre-Order Entry_**
Timely gather all relevant info to accurately respond to all customer queries related to:
product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value
Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales)
**_Order Entry_**
Validation and order entry of customer purchase orders within defined target
Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion etc)
Covers order scheduling according to customer specific requirements as well as internal stock availability
Set up, document and maintaining the order entry process for assigned customers
**_Backlog Management_**
Act as an active interface between customer, ISC, Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue
Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog
Performs regular backlog management activities to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes
Supports revenue maximization activities (pull-in's, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities
**_Claims management_**
Supports all customer disputes regarding standard return transactions, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments
Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation
Ensures accurate processing of performance rebates for all major distribution and platinum accounts
Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices
**_Continuous Improvement & HOS_**
Applies HOS methodology, quality standards and process compliance in day to day activities
Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required
Getting familiar with existing documentation (Value Stream Maps, SOPs, Transition checklists, and other).
Identification of blind spots and potential risks.
Supports Supervisor in transition planning which includes i.e.
preparation of the agenda, introduction to transition team and to the sending site, participation in regular catch up calls.
Identification of ERP system/version used at the sending site and its initial analysis.
Takes part in ERP migration - where applicable.
SAP, Salesforce, InContact and any other necessary system implementation.
Builds professional relationship with the counterparts and related functions.
Sharing the knowledge gathered during the KT at sending site with the receiving team.
Transformational Projects, Process maintenance, Training & Audit
Ensures end to end customer onboarding and operational training for new team members
Supports the quality auditing process for the team, identifying root causes, proposing corrective actions and following through implementation
Drives process and customer improvement opportunities across teams using advanced analytics capabilities and ensures relevant changes are implemented/monitored
**Must Have**
Bachelors Degree +0-1 year Experience / High School +3-5 year Experience
Business fluent in written and spoken English
**We Value**
European languages represent a plus
Strong knowledge/experience with CRM/ERP (SAP) system business processes
High level of MS office skills (Excel, Word, Outlook, PowerPoint)
Process documentation skills
Six sigma knowledge
Specialist user level for SAP, SFDC
Op