Senior Customer Experience Specialist (m/f/d)

The Customer Support Organization has an important role to play as they serve as the primary customer contact for an assigned portfolio of accounts they bring the customers, sales and business operations together. 

They are responsible for commercial and operational activities as part of the Order-To-Cash process: i.e. validation and booking of customer orders, managing order changes, providing status updates, managing physical & financial claims with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.

Principal Responsibilities

Pre-Order Entry

• Timely gather all relevant info to accurately respond to all customer queries related to:

product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value

• Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales)

Order Entry 

• Validation and order entry of customer purchase orders within defined target
• Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfillment (price discrepancy, credit holds, material exclusion etc)
• Covers order scheduling according customer specific requirements as well as internal stock availability 
• Set up, document and maintaining the order entry process for assigned customers

Backlog Management

• Act as an active interface between customer, ISC, Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue
• Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
• Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog
• Performs regular backlog management activities to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes 
• Supports revenue maximization activities (pull-in’s, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities

Claims management

• Supports all customer disputes regarding standard return transactions, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments
• Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation
• Ensures accurate processing of performance rebates for all major distribution and platinum accounts
• Acts timely on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices

• Manages stock rotations claims from major distributors from an E2E process in front of the customer 

  
  
  

Continuous Improvement & HOS

• Applies HOS methodology, quality standards and process compliance in day to day activities
• Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required

 Requirements

• Bachelor’s degree (or equivalent experience)
• Business fluent in written and spoken English, other European languages represent a plus
• Experience working in a customer-facing role, preferably Customer Support in an international work environment
• Experience using CRM/SAP and understanding CRM/ERP system business processes a plus
• Knowledge of MS office skills (Excel, Word, Outlook, PowerPoint)

 Skills

• High level of customer orientation
• Excellent written and spoken communication skills (phone, mail, email)
• Ability to build relationships and networks in a virtual team environment
• Strong team player with the ability to take ownership and follow-through
• Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement

Equal Opportunity Statement 

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.