Customer service is at the heart of our business.
We are seeking a skilled professional to cultivate strong relationships with customers by utilizing their in-depth knowledge of our products and services.
Key Responsibilities:
* Pre-order preparation: Generate sales quotations using systems and tools, perform checks, and liaise with other teams to ensure timely responses to customer inquiries.
* Collaborate with sales teams to develop a deeper understanding of our offerings, meeting customer needs and expectations.
* Communicate and collaborate with operations teams to anticipate projects, completion timetables, and potential scheduling issues.
* Order management: Process purchase orders, requests, and approved returns, following through until shipment (order entry, acknowledgement, confirmations, change notifications, etc.).
* Identify items with shipment schedules falling out of general lead-time and expedite proactively with planners.
* Monitor and follow up on shipment schedules to ensure timely delivery or pick-up as per incoterm of sale.
* Setup regular weekly or bi-weekly calls with customers to review open backlogs, identify potential delivery push-backs, and discuss/resolve any open issues or concerns.
* Process claims and stock returns approved by product line management.
* Support quality and warranty processes where required.
* Participate actively in ongoing product, process, systems, and business skills training.
* Provide support and backup assistance to peers.
* Develop and maintain constructive and cooperative working relationships with customers, colleagues, and supervisors over time.