Description
Validates and processes routine and escalated product and service purchase orders submitted by regional customers, including contract review, customer notification of issues, response to all customer and account manager inquiries, expediting, order tracking, ad-hoc reporting. Interacts with Planning, Contracts,Sales Operations, Sales,Customer Care, Legal, Credit & Collection to resolve all issues, coordinate special requests and gain approvals, escalating as needed.
* Processes all customer orders in a timely manner.
* Reviews all incoming orders for compliance to company booking/revenue recognition requirements.
* Ensures adherence to customer and contract requirements.
* Verifies new customers, adds order notes and addresses, pricing and discounts as specified by company/department policies and procedures.
* Acts as primary liaison between Sales and internal departments.
* Ensures departmental metrics are maintained
* Manages customer needs throughout the order cycle ensuring customer satisfaction via process and order-related problem solving.
* Manages and resolves backlog issues including order holds, complete orders, customer request dates and export compliance.
* Participates in key meetings & conference calls
* Ensures adherence to the corporate export compliance program.
* Research, request, administer and track return material authorizations (RMAs) for revenue and non-revenue shipments.
* Manages all customer inquiries and maintains customer files.
* Supports audits (internal, external, TL9000).
* Ad hoc project work as necessary.
Requirements
* Third Level Qualification preferred
* Working experience order management experience in a multinational environment
* ERP experience. Knowledge of Oracle preferred but not a prerequisite
* Demonstrate process improvement & experience working in a process controlled environment eg Sarbanes Oxley
* Knowledge of European languages is desirable
* Excellent working knowledge of Microsoft Suite
* Strong verbal and written communication skills required.
* Ability to prioritize tasks and meet deadlines and handle fluctuating workloads required.
* Flexibility and the ability to adapt to change and take on new types of work/projects required.
* Demonstrates problem resolution & negotiation skills
* Able to work individually (self starter) and in a team environment
* Display attention to detail