Job brief

– Perform all activities related to first-line customer assistance, to manage the order entry and execution process with accuracy and timeliness, as well as to autonomously and directly manage medium-small customers within a specific geographical area, with the aim of achieving the highest level of customer satisfaction.

Responsibilities

• Work closely to support Sales Managers with all pre-sales activities, including maintaining contact databases in the operational management system and manage sample requests.
• Manage all after-sales operational activities, starting from order entry and processing.
• Monitor the order process of the assigned commercial area, performing maintenance on shipment dates to ensure compliance; regularly check one’s “due orders” to avoid unnecessary delays in available stock; keep an eye on “pending approval” orders to ensure they are released by the Purchasing Department according to agreed timelines.
• Assist customers and potential agents with a sense of urgency and accurately, collaborate with other departments to resolve issues and consistently promote customer satisfaction.
• Manage the generation of artwork for customized work order requests by customers both during sampling and ordering phases.
•  Manage return orders and data entry in the system, inform all involved departments accordingly.
• Carry out overdue customer follow-up procedures based on existing protocols.
• Manage the retrieval of sales documentation necessary for regulatory purposes for proven exports, follow instructions from the Sales Manager.
• Archive files on the network and email in Outlook as per directives received from the Sales Manager.
• Such other duties may be assigned to you by management of the Company, from time to time

Requirements and skills

• 2+ years of customer service experience
• Some college preferred
• Manufacturing or Distribution experience a plus
• Teamwork
• Results oriented
• Innovative approach
• Time management skills
• Reliable and trainable
• Flexible and adaptable
• Strong communication (verbal and written)
• Good listening and problem solving abilities
• Proficiency in MS Office and ERP/Database Systems

• MS Office and ERP/Database Systems
• Knowledge in manufacturing or distribution

• Communication and presentation skills
• Attention to detail
• Organizational skills
• Interpersonal and collaborative skills