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customer support manager

2 months ago

Pune, India Alfa Laval Full time

VACANCY FOR CUSTOMER SUPPORT MANAGER

Responsible for providing direct support to customers in handling Complex component, Project, Field Service and Service Operations Orders throughout the order to cash process (from customer order to Invoicing) and keep the customers updated on deliveries. Responsible for the activation of the internal processes for the order execution.

About the Company:

In Alfa Laval, we are every single day contributing to a more sustainable future for our planet through engineering innovation. Our global team designs and implements the refining, recycling, and purifying process that allows our customers to be better themselves. You will find our work in leading applications for water purification, clean energy, food production, waste processing, pharmaceutical development, and much more. The people of Alfa Laval enjoy the freedom to pursue ideas and the resources to see those ideas become reality, in an environment that welcomes drive, courage, and diversity. The result is a company where we all can be very proud of what we do.

Our core competencies are in the areas of heat transfer, separation, and fluid handling. We are dedicated to optimizing the performance of our customers' processes. Our world-class technologies, our systems, equipment, and services must create solutions that help our customers stay ahead. Please feel free to peruse our website www.alfalaval.com.

Key Responsibilities in this role:                   

  • Manage the order process for project and complex sales, from the quote acceptance to invoicing
  • Order Acknowledge Management
  • Follow up on deliveries / documents from the factories
  • Order Backlog follow up
  • Close the order and invoicing
  • Customer support and respond during the process: order status, delivery date, logistics information, with speed
  • Support the customer solving basic technical questions
  • Communicate with operations and vendors to obtain current production dates, update required systems and communicate changes
  • Purchase order execution control and preparation of supplier's shipping documents. Handling documentation for customs and the logistics of custom tax payments. Create and send to clients all the export documents necessary to complete the due process of nationalization for the items.
  • Handling of database for large and complex projects.
  • Inform the client of the "proof of delivery" to validate that the DOT was completed.
  • Responsible for maintaining the traceability information of the order conversion, confirmation, order fulfillment / communication with clients, billing, and proof of delivery (POD) through the company´s CRM

Who you are?

Order Handler - Pune would work towards the Customer Order management from the point of view of ensuring the compliance to the Alfa Laval Policies & SOP during Order Execution process, effectively reviewing the order recorded in ERP systems and approving it for further manufacturing/ procurement actions to initiate. Similarly, before invoicing and dispatching of the goods from Alfa Laval facilities to the customer, reviewing and ensuring the compliance with respect to the completeness of the scope of supply, delivery address as per the purchase order / Contract and payment realization as per the agreed payment terms and related hold points to comply 100% with the related policies.

This Role Acts as an Important Check Gate for realization of Order Booking in the system and Invoicing of material to the external customer.

What you can be?

  • Min. qualification would be a graduate [Engineering] with exemplary track record.
  • Satisfactory knowledge of Order Management – with clarity of manufacturing and commercial processes.
  • 3-5 years of experience of working in manufacturing / EPC / Engineering sector

Why should you apply?

  • We offer you an interesting and challenging position in an open and friendly environment where we help each other to develop and create value for our customers.
  • Exciting place to build a global network with different nationalities to mingle and to learn.
  • Your work will have a true impact on Alfa Laval’s future success, you will be learning new things every day.
  • In this role you will be reporting to Business Unit Manager.

Interested? Please apply for the position.

We always look for both experience and potential, so if you think you have what it takes to join us and are curious to find out more, apply

"We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.