About this role
Main Accountabilities Optimal service to customers:
• Process sales orders in Azelis ERP. Tackle any deviation (price, SHEQ, …) with Commercial Assistants. Request credit release. • Ensure proper follow up of order pipe. Track deviations and maintain dates and data. • Coordinate with Procurement Specialists to ensure timely order fulfillment. • Handle downstream logistics (warehouse picking, transportation). • Take care of export arrangement where applicable. • Rationalize cost per unit, using various leverages (bundling of multiple orders, limitting partial deliveries, avoiding express, …). • Accrue logistic costs properly (transport, surcharges & demurrages, other logistics costs). Report any deviation in automatic calculation to logistics team. • Handle any inquiries related to orders and order documentation from customers, forwarders, customs and warehouses. • Advise Customers on any pain point which would prevent/delay deliveries on time in full. Inform Commercial Assistants as well. Ensure daily interactions to provide proper information. • Propose logistic solutions in case of deviations, in cooperation with logistics/commercial teams. • Handle non-conformances and raise credit notes/reinvoicing.
Conformance and contribution to sustainability:
• Master ERP functionalities related to own scope. • Ensure compliance with all company policies and procedures. • Comply with QA and SHE requirements, procedures and working instructions in order to maintain high service standards and quality of Data Management. • Provide feedback to all stakeholders to allow closing of non-conformances in CRM. • Translate the Group’s Sustainability Strategy into concrete job-related actions.
Continuous process optimization and excellent teamwork:
• Provide regular feedback to process owners and key users to enable operational excellence, efficiency and effectiveness. • Develop expertise in processes and work instructions related to own scope and support development of best practices. • Contribute to continuous improvement of logistics to ensure efficient cost - quality – lead time balance. • Act as back-up within the Customer Experience team as required. KPIs
• Customer satisfaction and loyalty scores, positive feedback from customers and internal teams • Number of orders processed in D365 weekly • Order accuracy % • Automation and tool adoption index • Up-to-date order pipe : date-management hygiene %, comments on deviating SO • Fill rate % • DC cost per kg • %Logistics accruals vs actuals • Response, resolution time and Credit notes punctuality (vs Service Level Agreement) • Reduction in recurring customer issues
Experience & Skills
• Proven experience in customer service, supply chain, exports and cross-functional working. • Excellent organisational skills, attention to detail and autonomy. • Time management and prirotization. • Agility, continuous improvement mindset. • Collaboration and teamwork • Advanced user of various IT tools & ERP systems. • Understanding of customer and market dynamics and requirements. • High service level standards. • Strong communication skills, conflict resolution. • Proficiency in English. Education
• Bachelor’s degree in Sales, Logistics, International Trade • 3+ years of experience in customer service, or related roles Reporting line
• Customer Experience Supervisor Internal and external stakeholders of the role
• Internal: Commercial Team, Customer Experience & Supply Chain Team, Finance Team, SHEQ Team. • External: Customers, Logistic Providers, Warehouses, Customs.