Job Description
Purpose of the position
Oversees the full Order-To-Cash process (from order to logistics and invoicing), anticipating on possible hiccups by mitigating risks and/or solving issues. Coordinates activities for the dedicated scope, seeking continuous alignment with all (cross) functional stakeholders, organising regular (online) stand-ups to prevent issues that impact customer satisfaction. Provides excellent customer service, leading others by example. Reports into the Manager Customer Service, acting as the second in command in the local offices.
Responsibilities
1. Order Management: Overseeing, recording and processing customer order in an efficient manner, based on predefined processes (incoming via mail, EDI etc.), pro-actively providing order status updates.
2. Coordination: Allocating and following up on all activities within the end-to-end process. Ensuring all relevant parties are up to speed and actions are taken in a timely and correct manner.
3. Customer Relations: Handling all customer queries via telephone mail or chat with a focus on building long-term relations and exceeding expectations.
4. Customer Service Excellence: Monitoring OTC activities withinthe (cross-functional) team, continuously seeking alignment and timely follow-up; Ensures ‘one voice’ to the customer.
5. Claim ...