Customer Care Consultant

• 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

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• Responsible for maintaining customer orders in local ERP (removing outdated orders and ensuring all open orders are active).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

Competitive salary

Healthy environment

• Attractive Salaries
• Social insurance
• Medical Insurance
• Other benefits upon the company polices