Summary
Based in our plant at West-Auckland, reporting to the US Customer Service Manager and working closely with both Sales and Operations teams, the role will be responsible to provide excellent service standards to our customers by responding efficiently to their inquiries and maintaining high level of satisfaction.
Responsibilities
* Deals with emails as well as incoming phone calls from clients.
* Manages the entire order-to-cash process, from A to Z:
- Order processing
- Follow-up on production schedule, managing possible delays
- Organizing transports (local, EU & exportation), providing all necessary shipping documentation (packing slip, CMR, bill of lading, customs declaration, …).
* Is the link between the Planning and Quality department for information regarding delivery and return of goods, handling customer complaints.
* Manages samples.
* Processes invoices and following up on outstanding balance.
* Is the internal contact point for the Outside Sales representatives, e.g. helping them to prepare commercial offers, providing information about stock level, orders status, pricing, etc.
Qualifications and experience
* Professional diploma in relevant field (administration, sales, customer support, logistics).
* From 3 to 5 years’ similar experience, ideally within an international environment.
* You have a first experience within a customer service role or as an Inside Sales. Logistics experience would be an asset.
* Any experience with sea freight export is recommended.
* Prior experience with import/export activities.
* Familiar with MS Office and SAP (or similar ERP).
* Ability to work effectively in cross functional teams