Customer Service & Order Management Executive

Summary:

The role involves being the first point of contact for customers, including EDI customers, IMCs, and third-party service providers such as warehouses. The position is responsible for delivering high-level customer service and ensuring on-time, in-full shipments. It requires following up and resolving customer service-related queries accurately and efficiently according to the relevant SLA. The role may also involve logistics activities in certain markets, measured by OTIF, and ensuring that key performance indicators reach the target.

Responsibilities:

• Manage order processing, including EDI ordering, IDoc corrections, and issue resolution for EDI-related problems.
• Handle all incoming customer queries and requests.
• Continuously improve service levels in collaboration with internal teams and other business parts to strive for excellence in a highly competitive environment.
• Ensure proper communication between the Company and customers.
• Maximize customer satisfaction levels and order entry accuracy.

Requirements:

• Fluent in English.
• Strong interpersonal and communication skills.
• Strong MS Office knowledge.
• Very strong customer service attitude.

Preferred Skills:

• College or university degree.
• System skills, such as SAP knowledge.
• Understanding of market and customer specifics.

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