Customer Care Consultant - Operation

Description

Daily check of registered orders to validate or substitute order lines after communicating with customers, product managers, technical department, logistics planners, and loading scheduling department.

Daily checks of customer (internal & external) order status (open orders).

Communicates updates, readiness, missing items, and deviations from promised dates to commercial team, with a focus on important orders and providing weekly reports per customer.

Manages loading dates or schedules partial loads for projects by coordinating with commercial team.

Pushes relevant departments to take corrective actions and meet delivery promises.

Prepares reports on service level agreements (SLAs) per customer and assesses performance.

Prioritizes production, warehouse, and loading scheduling departments to facilitate urgent orders.

Collaborate with all departments to ensure efficient planning of operations (production, logistics, purchasing, and loading scheduling).

Checks unloaded customer orders status (ready to load) and communicates with the sales department to take relevant actions to proceed with scheduling production and loading.

Monitors order status before and after loading, ensuring all order lines are shipped to customers.

Is actively involved in maintaining item knowledge management in local ERP.

Maintains OTIF (On-Time In-Full) reports per customer and drives continuous improvement according to top management guidance, ensuring market delivery dates are met.

Requirements

Actively collaborate with all involved departments of the division to improve customer service levels.

Update commercial team on deviations from promised dates and provide possible suggestions or alternative services.

Create weekly order status reports per customer and communicate these reports to commercial team and top management.

Manage W99 stock reduction by:

• Suggesting replacements (profiles/accessories).
• Coordinating with the sales department to offer discounts on specific items.

Responsible for maintaining customer orders in local ERP (removing outdated orders and ensuring all open orders are active).

Suggest improvements to local procedures and identify gaps to enhance daily operations, including:

• Stock replenishment processes.
• Stock levels.
• Response times to customer requests.
• Issues with purchased items/MOQs (Minimum Order Quantities).

Benefits

• Competitive salary
• Healthy environment
• Attractive salaries
• Social insurance
• Medical insurance
• Other benefits upon the company policies