- Lead and develop the correct execution of order management

- Monitor, motivate and develop customer services teams to ensure high level of performance.

- Prepare and analyse data, draw conclusions and decide on implementation of solutions for improving customer service teams and processes to achieve quality and efficiency.

- Manage and follow-up enquiries (general product info, proforma invoice/letter of credit, sample requests, product availability)

- Receive and process orders and managing the order-to-cash process.

- Identify customer needs and resolve immediate issues or highlight it to a higher level of authority

- Maintain an ongoing relationship with key customers

- Be a communication link between customers and manufacturing departments

- Be first contact in case of emergency or complaint.

- Manage correction process (goods return, credit/debit note requests) & other returns.

- Coordinate with business units and work as a team with Planning, Logistics, Finance

Requirements:

- Bachelor degree

- 10 years customer service and order fulfilment experience in a manufacturing environment

- Experience in servicing the global or regional key customers. 

- Experience in managing a team of customer service and on line order management.

- Knowledge and understanding of transportation modes (air, rail, truck, ocean), the freight forwarder industry, export documentation, government regulations & export controls requirements. 

- Good understanding of manufacturing scheduling and lead times. 

- Good planning, analytical, organizational, interpersonal and problem-solving skills. 

- Able to lead and work in a multi-cultural team environment as well as multi-task, work under pressure and enjoy challenges.

- Proficient in SAP

- Fluent English