Job Description

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.