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  • Manage customer claims
  • Deal with customer stock cleaning & customer returns: issue goods return approval to customer & related credit notes upon warehouse inspection results
  • Manage other claims linked to deliveries (quantity & part discrepancies, damaged parts, lost in transit...) & price adjustment in full coordination with Country Customer service front desk , cash collection team, sales team & ISC inventory management teams
  • In charge of follow up for intercompany flows
  • Manage direct shipments (from supplier to customer)
  • Work in close relationship with internal functions to ensure smooth communication & customer satisfaction
  • Receive & input customer orders via email, files and issue related order acknowledgment with all relevant information customer may need such as product availability, eventual delivery time, information on material status
  • Monitor TecCom *& eConnect (electronic orders) to ensure correct order input                                      
  • Contact customer in case request is not clear/ complete to gather additional information. Coordinate & check with sales & pricing team in case of specific conditions & with finances (cash collection team) in case of credit limit hold
  • Inform supply department of any special order & negotiate request delivery time when collective delivery & give relevant information / instructions to local distribution centers for order preparation in full compliance with internal policy & applicable legislation and customer agreed specifications, Once orders are ready for shipment coordinate shipment organization with local warehouse teams & inform customers accordingly. Issue Shipping advise if requested
  • Upon shipment monitor invoices sending to customers either by email, files, EDI
  • Proactive follow up on backlog, getting delivery times, ensure order book accuracy, inform customer accordingly
  • Claims Management & follow up - Coordinate internally & with customers claims management to ensure correct & efficient handling of claims.


  • 2 years experience in customer service and / or sales administration
  • Well organized, good adaptability skills
  • Capable to work in multi cultural environment
  • Knowledge of SAP environment, specially the order management system 
  • MS-Office: XL
  • Languages: Master English