We are looking for an experienced and highly motivated Aftersales Order Fulfilment & Claim Specialist to validate the Aftersales Spare Parts Sales in Spain. The Aftersales Order Fulfilment & Claim Specialist is responsible for managing and coordinating the end-to-end process of fulfilling spare parts orders for customers, investigating, and evaluating claims, coordinating with various internal departments and external stakeholders, and ensuring timely resolution and reimbursement for valid claims. This role involves ensuring accurate and timely processing of orders/claims, coordinating with various internal departments and external suppliers, and maintaining effective communication with customers to provide exceptional service. The Spare Parts Order Fulfilment Specialist plays a crucial role in ensuring customer satisfaction and maximizing efficiency in spare parts logistics.
Key Responsibilities:
* Order Processing: Receive, review, and process spare parts orders from customers, ensuring accuracy and completeness of order information. Enter orders into the company's order management system or relevant software, and verify pricing, availability, and delivery timelines.
* Coordination with Internal Teams: Collaborate closely with various internal teams such as sales, procurement, warehousing, and shipping to ensure smooth order fulfilment. Communicate order requirements, resolve issues, and coordinate order prioritization when necessary.
* Shipping and Logistics: Coordinate shipping and logistics activities, including arranging transportation, selecting appropriate carriers, and preparing necessary documentation (e.g., shipping labels, customs forms). Ensure compliance with shipping regulations and track shipments to ensure on-time delivery.
* Process Improvement: Identify opportunities to improve efficiency, accuracy, and customer satisfaction in spare parts order fulfilment. Propose and implement process enhancements, automation, or system improvements to streamline operations.
* Documentation and Reporting: Maintain accurate records and documentation related to spare parts orders, inventory management, and supplier interactions. Generate reports on key performance indicators (KPIs) such as order fill rates, on-time delivery, and inventory accuracy.
* Claim Evaluation: Receive and review spare parts claims submitted by customers, ensuring they are complete and include all necessary documentation. Evaluate claims based on warranty terms, policies, and procedures to determine their validity and eligibility for reimbursement.
* Investigation and Analysis: Conduct thorough investigations to assess the cause and extent of reported issues or defects related to spare parts. Coordinate with relevant internal teams, such as quality assurance, engineering, and manufacturing, to gather necessary information and support the claim evaluation process.
* Resolution and Reimbursement: Collaborate with finance, procurement, or other relevant departments to process approved claims for reimbursement. Ensure that eligible claims are resolved within established timelines and that reimbursement or replacement of spare parts is coordinated efficiently.
* Customer Communication: Provide timely and accurate updates to customers regarding order status, shipment tracking, delays, and any other relevant information. Respond promptly to customer inquiries, resolve issues, and provide exceptional customer service throughout the order fulfilment/Claim process.
* Improvement: Identify opportunities for process improvements, cost reduction, and increased efficiency in spare parts claims handling. Propose and implement enhancements to streamline workflows, reduce claim resolution times, and improve customer satisfaction.
What you bring:
* Bachelor’s degree in business administration, Economics, or Logistics Engineering.
* 2-5 years’ experience in similar positions with European based Car Manufacturers.
* Strong knowledge of order management systems, inventory management principles, and logistics operations.
* Attention to detail and accuracy in order/claim processing, inventory management, and documentation.
* Language Skill: Business fluent in Spanish & English
EBRO is looking for enthusiastic and self-driven professionals to join the After-Sales team of the legendary EBRO brand in Spain. We are the most challenging and exciting project in the Spanish automotive industry, bringing back an iconic brand to the market.