This position is responsible for executing the Order to Delivery Process that will support the sales department and serve as the first contact for our customers regarding service level performance. In this position, you must create collaborative relationships across the sales, logistics, finance, and supply chain organizations to meet customer expectations. The Customer Services Agent must follow daily operational KPIs to analyze inefficiencies and implement actions to resolve them, always striving for excellence in our service level.
Responsibilities:
* Manage customer service activities to ensure excellent service:
o Create/monitor sales order fulfillment to ensure order accuracy and forecast alignment.
o Follow up on order status, delivery, pick & pack, invoice, and documentation.
o Solve issues related to orders from Order Entry to Invoice and cash collection.
o Provide information to customers (external and internal) about OTB processes and status.
* Work closely with Supply Planning, Distribution, and Finance to achieve objectives and plans.
* Support Sales & Marketing to achieve sales plans, keeping information up to date to share and validate.
* Coordinate databases (Customer & material master, etc.) to avoid complaints, returns, and credits due to incorrect data.
* Support customer requests and act as a central contact for any questions.
* Participate and engage in continuous improvement efforts to drive order process quality and efficiency.
Education & Experience:
* Bachelor’s Degree preferably in business or supply chain management plus 3-5 years of experience.
* Customer service knowledge.
* Skills in Microsoft Office.
* SAP knowledge of SD module or JDE.
* Strong analytical capability and attention to detail.
* Willingness to work through difficult tasks to completion.
* Ability to collaborate with other departments to reach a common goal.
* Strong understanding of supply chain principles.
* Desire to learn and grow in the position and company.
* English working proficiency required. Other European languages (Portuguese) will be considered an asset.
* Ability to work under conditions that include multiple and sometimes conflicting priorities with tight deadlines.
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