Main purpose of the job / Mission:

To be the first line of support to our customers, ensuring a timely response and superior customer experience to all order inquiries to exceed customer expectations.

Secure that all orders are updated accurately reflecting the customers’ requirements and demands so that the correct parts are ordered and shipped including any specific documentation

Key tasks:

Standard Work:

• Manual Customer Order entry


• Order confirmation (Customer and supplier order)


• Facilitate order changes (Customer and supplier order)


• Provide updates on order status


• Proactive order follow-up based on local reports / tasks


• Obtain and facilitate shipping instructions


• Obtain and provide standard order and shipping documentation


• Ensure proper routing of escalations in Service Now to the correct departments


• Support / drive continuous improvements activities identified and prioritized in the cell

Competencies, experience and attitudes to do the job:

Qualification: Relevant education (adjust locally)

Experience: Experience from working with customers and/or suppliers is preferred

Skills: Able to speak and write both the local language and English, Efficient typing skills (40-45 words/min), good ability to focus and multi-task and handle varying call volumes per day

Attitude: Service oriented, task driven, able to work individually in a team environment, able to execute tasks based on standard operating procedures or guidelines

Motivation: Is driven to handle customer requests in a speedy manner.

Key relationships:

Sales Companies / Customers

Suppliers

LCT (forwarders / shipping companies)

Internal line organization within PG parts (office, warehouse, quality)

Data management and sourcing

Responsibilities:

Directly responsible for: 

Communication with sales companies and customers and to ensure that their needs are met in a timely manner.  Use and improve SOP’s that are used by the team.

EEO/Vet/Disabled Employer