Job Details

• 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 

Pre-Order Entry

ü  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

ü  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)

ü  Other customer special requirements related to GBE/market

Order Entry

ü  Validation and order entry of customer purchase orders within defined target

ü  Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfillment (price discrepancy, credit holds, material exclusion etc)

ü  Covers order scheduling according customer specific requirements as well as internal stock availability

ü  Set up, document and maintaining the order entry process for assigned customers

Backlog Management

ü  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

ü  Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.

ü  Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog

ü  Performs regular backlog management activities and reporting to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes

ü  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

ü  Supports all customer disputes regarding standard return transactions, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments

ü  Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation

ü  Ensures accurate processing of performance rebates for all major distribution and platinum accounts

ü  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

ü  Applies HOS methodology, quality standards and process compliance in day to day activities

ü  Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required

ü  Based on business requirements, leads CX support of current projects related to process improvements, task automation, process standardization and data update. Provides inputs and serves as a POC for UAT when needed.

Transition support

ü  Getting familiar and managing the existing documentation as well as keeping it up to date (Value Stream Maps, SOPs, Transition checklists, RASIC and other). Identification of blind spots and potential risks.

ü  Supports Supervisor in transition planning which includes i.e. preparation of the KT agenda, introduction to transition team and to the sending site, participation in regular catch up calls.

ü  Actively takes part in shadowing during the visit at the sending site – reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog

ü  Identification of ERP system/version used at the sending site and its initial analysis. Takes part in ERP migration – where applicable.

ü  Supports SAP, Salesforce, InContact and any other necessary system implementation.

ü  Builds professional relationship with the counterparts and related functions.

ü  Sharing the knowledge gathered during the KT at sending site with the receiving team.

Transformational Projects, Process maintenance, Training & Audit

ü Ensures end to end customer onboarding and operational training for new team members

ü  Acts as a SME in relation to all users & stakeholders for the respective region

ü  Acts as delegate & escalation point on complex cases on supervisors’ request

ü  Supports the quality auditing process for the team, identifying root causes, proposing corrective actions and following through implementation

ü  Supports the tier meetings ensuring progress across multi-functional areas

ü  Represents CS in transformational projects, ensuring all operational & business inputs are captured in the newly developed processes and procedures. Supports communication and management of change.

ü  Drives process and customer improvement opportunities across teams using advanced analytics capabilities and ensures relevant changes are implemented/monitored

3. Requirements:

ü  Bachelor’s degree (or equivalent experience)

ü  Business fluent in written and spoken  German, French, Italian, Dutch & English

ü  3+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience

ü  Strong knowledge/experience with CRM/ERP system business processes

ü  High level of MS office skills (Excel, Word, Outlook, PowerPoint)

4. Skills: 

ü  Process documentation skills

ü  Six sigma knowledge is a plus

ü  Specialist user level for SAP, SFDC, InContact and/or other CRM/ERP tools

ü  Customer tools/portals knowledge as required by portfolio

ü  Incoterms & special Trade and Compliance knowledge including applicability and exceptions for own portfolio is a plus

ü  Financial understanding of the OTC process is a plus

ü  High level of customer orientation

ü  Excellent written and spoken communication skills (phone, mail, email)

ü  Ability to build relationships and networks in a virtual team environment

ü  Strong team player with the ability to take ownership and follow-through

ü  Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement

ü  Demonstrated solution-oriented, pro-active “can do” attitude, Willingness and ability to work under own initiative

ü  Self-motivated with assertive communication skills, positive and result oriented attitude

ü  Well organized with good time management, result oriented