
Efficient Customer Experience Specialist
2 weeks ago
We are seeking a highly skilled professional to manage customer orders efficiently and reliably. As a key member of our order management team, you will be responsible for ensuring on-time and in-full order execution as agreed with the customer.
Key Responsibilities:- Maintain accurate order data in SAP systems, including EDIs, Inbound, Outbound, Schedule Agreements, and proper documentation.
- Verify Orders, Call Offs, and check for Order inconsistencies and clarification with involved interfaces.
- Create logistic master data, such as Forwarder, Unloading Point, Sales District, and Partner Functions.
- Clarify Production Status and Delivery Status with internal interfaces.
- Manage Backlog, including Allocation Management and pro-active customer communication.
- Arrange Shipments and Initiate Delivery Requests towards WH and Dispatching.
- Ensure successful goods receipt at the customer.
- Provide regular and transparent order book reporting.
- Prioritize customer orders and Merchandising management.
- Address customer queries about lead time, availability, delivery date, order status, contract price list, products, and services.
- Listen to customer concerns and respond timely.
- Provide prices if a predefined standard price list is in place.
- Offer public information and technical product details after order placement.
- Catalog alternative products after order placement.
- Take new product requirements after order placement and forward to Sales.
- Handle Customer Escalations after Sales agreement and SOP is in place.
- Manage logistic claims, system entry, and receipt confirmation towards the customer.
- Handle product, service, and quality complaints with Quality Involvement.
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Customer Experience Representative
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Customer Support Specialist Role
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Email Support Specialist
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