Job Description

Sales Order Management tasks:

• Managing orders coming via phone
• Managing orders coming in any written form (e-mail, fax)
• Handling on-line orders
• Checking data correctness by comparing Customer Sales Order and placed order
• Sending order confirmation to Customer about orders received via e-mail
• Informing Customer about possible backorder and offer alternative product
• Controlling trial lenses ratio on Customer Sales Orders and open Sales Force case for the respective Sales Employee in case ordered amount exceeds allowed quantity
• Handle and resolve EDI issues.
• Handle Salesforce daily and fulfill every request within 1 day
• Handling returns

Stock Management tasks:

• Checking daily shipping report and handling hold codes
• Checking GLS report on daily basis and take actions
• Reduce the number of returns and prevent product waste.
• Search and share information with management if there are any money-saving opportunities for the company

Inform, assist Customers

• Managing incoming calls
• Providing technical support about product’s parameters and usage of the online ordering site
• Informing Customers proactively about reason of backorders, expected delivery dates and
• possible alternative products
• Managing complaints related to our services by performing the necessary investigation and informing the management
• Promoting the online ordering site
• Promote NPS to improve our results
• Inform customers about special events
• Support the promotions

Onboarding and test support

• Create or add new information to the Work Instructions that can support the team
• Actively and proactively participate in any new Oracle process or in other system testing
• Take an active role in the onboarding programs of new team members in the whole CEE team
• Provide active support to the CEE team during any vacancy period
• Provide value-added service to new team members by sharing best practices

Travel: occassionally.

Knowledge, Skills and Abilities:

• Customer Service mindset - Customer focus
• Good interpersonal and communication skills
• Ability to work with high attention to details
• Proactive, independent, responsible
• Problem solving & analytics
• At least medium level of English is a must
• Strong team player with mentoring skills
• High learning ability

Experience:

• Experience in Customer Services
• Experience from a global company is an advantage
• Experience of working internationally preferred
• Experience in contact lens industry/healthcare is desired but not essential
• Experience of managing third-party suppliers is an advantage

Work Environment:

• Office work, regular working hours
• Hybrid working: minimum 2 days in the office/week

Education:

• Secondary school
• Language knowledge: HU + PL/CZ/SK