Customer Support

Provide customer service, managing incoming inquiries and handle orders for customers, covering the process from received purchase order through receipt of payment.

Responsibilities

Handle orders and provide customer service, from customer inquiry, against existing quote/contract/price list through dispatch/invoice to payment information internally and to the customer including but not limited to:

Set up and maintain customer data and records, such as customer information, delivery addresses, customer part number cross references, specific customer labels, special shipping and packing instructions, special invoicing instructions

Communicate, provide and maintain information to the customer through external customer platforms/supplier portals

Identifying customer needs, resolve issues, build and nurture customer intimacy

Securing the best supply solution for the customer, negotiate improved delivery dates with production, split orders to accommodate customer demands, assess need for express transport, monitor customer stock levels in warehouses, coordinate needs with Logistics

Manage financial matters on debt collection, overdue balances and provide information to Finance about agreed settlement dates

Handle corrections on credit and debit notes to correct deviances and issue compensation for claims

Register and handle all filed claims and act as customer’s primary point of contact throughout the claim process.

Handle and coordinate periodic price revisions, from received information regarding valid Rf factor for respective account, through recalculation of price list/quote, distribution internally and update of order backlog in ERP.

Handle customer forecasts, including entry in internal systems, analysis of received data and coordination and information of changes in volumes, both internally and with customer.

Follow up stock agreement implementation, cooperate to deal with late stock.

Participate in logistics and order process improvement projects with plants and/or other regions

Provide support for general customer inquiries, such as drawing requests, KHK documentation, approvals etc.

Qualifications, Education, And Experience

High School Diploma. Some college or degree preferred

Experience in providing service in a business to business environment.

Strong MS Office skills

Skills And Competencies

Ability to work under pressure, meet deadlines and handle multiple and competing priorities.

Good team work spirit and excellent communication skills.

Service-minded, flexible and proactive with analytical and administrative skills

Determined, focused on results, and goal oriented

Ability to self-motivate and work independently

#J-18808-Ljbffr