Customer Operations Representative
3 weken geleden
The role is responsible for the day-to-day operations of a selected group of customers to ensure accurate and timely concentrate and/or finished goods supply. This involves order entry processing from receipt to invoicing, providing full customer operations support, handling queries, dealing with complaints and resolving them in a pro-active and timely manner.
Description
- Daily Monitoring of customer orders placed via Portal, confirm order receipt within 24hrs and availability within 48 hours and advise customers and commercial teams on order status.
- Communicate proactively to internal and external customers on late deliveries/short shipments and order processing incidents, so that they may take appropriate action.
- Upon order shipment, issue commercial invoice and related documentation for delivery.
- Follow customer forecast adherence and provide information to all stakeholders (customer, commercial partner, planning).
- To log and follow-up on customer complaints until resolution to customer satisfaction. Establish root causes, perform analysis and implement/advise action plans in conjunction with appropriate parties (technical managers, co-packers and concentrate plants).
- Provide data and feedback relevant for KPI analysis as well as other internal and external reporting.
- Partner with planning department and supply sites to deliver a one-team approach to customers.
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