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 teamsNumber of orders processed in D365 weeklyOrder accuracy %Automation and tool adoption indexUp-to-date order pipe : date-management hygiene %, comments on deviating SOFill rate %DC cost per kg%Logistics accruals vs actualsResponse, resolution time and Credit notes punctuality (vs Service Level Agreement)Reduction in recurring customer issuesExperience & 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 teamworkAdvanced 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 Trade3+ years of experience in customer service, or related rolesReporting line
Customer Experience SupervisorInternal and external stakeholders of the role
Internal: Commercial Team, Customer Experience & Supply Chain Team, Finance Team, SHEQ Team.External: Customers, Logistic Providers, Warehouses, Customs.