Customer support

Job Description
Qualifications:
Main contact for internal stakeholder and external account customers
Responsible for complete order fulfillment within the order-to-cash process to ensure best in class customer satisfaction and KPIs/Metrics expectations
Order-to-cash includes owning the order from start to finish of order lifecycle
Order entry/SAP/ERP (Preferred Salesforce)
Order management
Problem solving/Followup
Administration/Action Communication
Registration of new customers and master data maintenance
After order sales services (e.g. complaint handling)

Requirements:
• Bilingual English & Spanish and/or English (Proficient)
• Ability to work in a global fast paced and complex environment
• Bachelor's degree or equivalent experience
• Fluent in English
• Microsoft-Office skills proficient
• Being flexible and adaptable to change
• Critical Thinking and Problem-Solving Skills
• Ability to build relationships
• Ability to work well in a team environment
• Customer - focused mindset
• Good communication skills - verbal, written, and listening
• Attention to detail
• Ability to multitask
• Effective Time Management
• Positive, Empathetic, and Friendly attitude
• Accountable, Responsible, Engaged and Resourceful Person and Team Playe
Responsibilities:
Enter and manage purchase orders and delivery schedules in SAP system
Monitor and check order placement (EDI/Manual Orders/ …)
Manage price accuracy in orders
Process billing or quality related order adjustments (e.g. returns, credit/debits notes)
Maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio
Daily monitoring and management of orders in Order Cockpit Dashboard, to ensure orders are progressing as expected
Prioritize and manage urgent escalations and provide timely and effective solutions to customers
Create/maintain customer master data information & customer shipping instructions
Manage customer complaints and ensure timely resolution and response
Collaborate and Communicate daily with other internal stakeholders, i.e.,
Sales Team
Logistics Transportation & Warehouse
Order Coordinator
Credit/Collections
Billing
Quality
S&OP Teams
Provide customers with requested regulatory, certificates, & declarations documentation
Ownership of attending trainings, meetings and applying knowledge learned
Follow established policies to ensure adherence to order process flow.
Adhere to company business rules and processes
Consistent proactive communication of order status with customers to build and maintain trustful relationships.
Actively gain knowledge of company products and services.
Communicate to customers via Salesforce (CMS) to log, track, and maintain daily communications of cases
Meet/exceed monthly KPI metrics and objectives