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

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: 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 and quality
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 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

Claims management

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
Based on business requirements, participates in current projects related to process improvements, task automation, process standardization and data update. Performs basic tasks and tests based on clear work instructions.

Transition/daily support

Getting familiar with existing documentation (Value Stream Maps, SOPs, Transition checklists, and other)
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
Participates in SAP, Salesforce, In Contact 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.

Must have:

High School Diploma required
Business fluent in written and spoken English and German
0 – 2 years of relevant work experience, preferably Customer Support in an international work environment
Experience using CRM/SAP systems a plus
Knowledge of MS office skills (Excel, Word, Outlook)

 We value:

General Customer Service understanding and attitude
Excellent written and spoken communication skills
Experience using CRM/SAP systems is a plus
Ability to work in a virtual team / environment
Team player
Flexible individual with a high level of intercultural sensitivity, able to adapt to new situations
Pro-active “can do” attitude
Self-motivated
Well organized with good time management skills

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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