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Customer Care Specialist
- Communicate directly with customers regarding order status, material availability, readiness, delivery dates, and loading updates.
- Coordinate internally with Operations, Production, Warehouse, Planning, and Loading teams to follow up on customer orders.
- Provide the Commercial Team with regular updates on open orders, delayed orders, missing items, and any deviations from promised delivery dates.
- Follow up on urgent and important orders and support in prioritizing them internally when needed.
- Coordinate with the Loading Team and customers to arrange delivery/loading schedules.
- Monitor orders before and after loading to ensure that all order lines are properly shipped to customers.
- Prepare weekly order status reports per customer and share them with the Commercial Team and management when required.
- Support in maintaining accurate customer order data in the ERP, including outdated or inactive open orders.
- Suggest alternatives or substitutions in coordination with the Commercial, Technical, and Operations teams whenever items are unavailable. Support the improvement of customer service levels by identifying gaps in response time, availability updates, delivery commitments, and internal coordination.
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- Responsible for maintaining customer orders in local ERP (removing outdated orders and ensuring all open orders are active).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
- Actively collaborate with all involved departments of the Division to improve Customer Service Levels.
- Competitive salary
- Healthy environment
- Competitive salary
- Healthy environment
- Attractive Salaries
- Social insurance
- Medical Insurance
- Other benefits upon the company polices
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