Customer Service with German and English - Multinational

Centralize the relation with the Customers in the order to cash process:

• Review and provide information about the situation of their orders
• Deal with EDI/ SAP/e-mail orders
• Review and provide logistic or descriptive information of products
• Review and provide information about delivery data
• Inform the customer of the out of stock that affects the orders
• Review and provide information about invoice data (solve possible invoice issues)
• Review and provide information about the collection and/or liability situation
• Maintain a record of the most common issues and problems and their solving degree, so that the customer service is speeded up

Tasks within the Order & Delivery management process

• Unblock the EDI orders, in EDI workflow and solve the problems to be able to create the sales order.
• Review and unblock the orders for delivery.

Delivery issues/delay management

• Modify orders and deliveries
• Interlocutor with Delivery Monitoring (Logistics) for delivery issues Follow-up and management regarding faults
• Review and provide info requested by the Customer

'Transport' management

• Group deliveries to be prepared and shipped together to the customer.
• Transport follow-up with Delivery Monitoring
• Review and provide info requested by the Customer

Invoice management

• Review and unblock the orders for invoicing and generate the billing document.

Overdue or Bad debt:

• Decision of the action to be taken together with Sales Team and Implementation of the agreed action

Claims management

• Claim reception and analysis (Check Commercial conditions, pricing…)
• Creation of Credit/Debit note in the system
• Credit / Debit note billing and AR compensation
• Take care and register customer complaints

Customer relationship

• Day to day communication
• Responsiveness, provide solutions to customer requests
• Analyze and share functional KPIs with customer to detect improvement areas.