.Schaeffler is a dynamic global technology company and its success has been a result of its entrepreneurial spirit and long history of private ownership.
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As a partner to all of the major automobile manufacturers, as well as key players in the aerospace and industrial sectors, we offer you many development opportunities.Your Key ResponsibilitiesEstablish, manage, and lead Order Processing department(s) of specified Industrial sales areas/countries in region Americas based on customer requirements (dedicated vs. pool) and required languages:Dedicated: clear assignment of end-customer to order processing professional/coordinatorPool: clear assignment of end customers to a pool of order processing professionals/coordinators; pools should be separated by sectors.Implement and roll-out Salesforce Service Cloud for inquiry management in region AmericasOrder Processing Governance for firm business: Ensure that global order booking rules are implemented and adhered by providing direct support of department for relevant tasks assigned to order processingPerform internal and external order change management Inquiry and Escalation Management per process defined levels:Handling of customer requests in Salesforce Service Cloud with defined service levels, including resource scheduling and balancing of workloadEnsure that each inquiry is recorded in a ticket in Salesforce Service CloudDemand and Capacity alignment with end-customerChange orders and update quantity contractsEDI error processing of external sales ordersProactive handling of order changes caused by Schaeffler (AB-Monitor)Coordination of phase-in/phase-out with the customerHandling of customer requests (product inquiries/certificates, lead times, material changes, etc.
)Support on escalations logistics processes and invoicing, work on optimizing and streamlining existing processes focusing on continuous improvementProject and Goal Management:Implementation of projects in the context of continuous improvement process and quality managementLead (sub-)projects with focus on Demand ManagementAlignment with process owner regarding extensive process changes or requirementsYour QualificationsBachelor's Degree in Business Administration or relevant fieldA minimum of 5 years' proven experience in a customer service or MRP position of an international organization including leadership experienceA minimum of 3 years' proven experience in a Customer Service leadership position of an internal organization preferably in the manufacturing sectorKnowledge of SAP R/3 SD Module, SAP APO, Salesforce Service Cloud advantageousOutstanding verbal and written communication skillsExcellent leadership and interpersonal skillsAbility to maintain calm under pressure and manage conflictsAs a global company with employees around the world, it is important to us that we treat each other with respect and value all ideas and perspectives