Customer Experience/order Management Specialist
6 giorni fa
**Customer Experience/Order Management Specialist**
**Position Objective**:
The Customer Account Specialist will manage the customer experience in EMEIA by handling and supporting all operational transactions for Industrial Technologies businesses. They will coordinate the order flow activities across departments and geographical locations in order to ensure we meet our commitments to the customer.
**Principal Responsibilities**:
- Provide high level of account management to customers.
- Manage customer orders from placement to invoicing through multiple channels, including Salesforce, phone, fax, EDI, E-Mail, and websites to ensure 100% customer satisfaction.
- Work with demand management to satisfy customers required delivery dates.
- Manage customer expectations by clearly communicating our commitments (i.e. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, etc.
- Provide customer support for pre order activities (pricing, availability, and quoting, technical specifications).
- Process customer orders (promise dates, order entry, collaboration with supply chain and operations).
- Ensure customer satisfaction by routinely communicating order status details to customers.
- Manage Sales Order book / backlog in relation to dating / holds / quotes and P.O. errors.
- Ensure that all requested support is provided to meet monthly revenue target.
- Process claims and product returns in line with the Business Unit policies within the service level objectives and initiate corrective actions.
- Provide high quality service through efficient use of all Oracle functionalities related to order fulfillment and relative to customer activity.
- Coordinate cancellation requests with supplier/customer in order to avoid any discrepancy / excess in inventory.
- Coordinate and align the communication throughout Ingersoll Rand and with the customer.
**Knowledge**
- Associate’s Degree in Business, Marketing, Supply Chain or Finance. Bachelor’s Degree preferred.
- 3 years’ experience in service / customer facing role.
- Fluent English is required, other major European Languages preferable.
**Key Competencies**
- Strong experience in a customer facing role **/ **previous exposure to the Service Industry preferred
- Self-motivated, assertive individual, problem solver and teamwork oriented.
- Understanding of operations and the supply demand flow is beneficial.
- Ability to communicate clearly and effectively using positive language
**Travel Requirements**: 0% - 5%
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