Responsibilities
Order Processing & System Management
• Accurately book customer orders in the ERP system.
• Update ERP records with client details, supply information, and pricing.
• Monitor daily order status and ensure timely processing of assigned requests.
• Prepare basic documentation for orders, including transport and customs papers.
Customer Communication & Support
• Respond to customer inquiries via email and phone with clear and helpful information.
• Build and maintain positive relationships with clients and sales representatives.
• Handle routine customer complaints related to logistics, damaged goods, and delayed shipments.
• Support internal update requests such as credit/debit notes and reimbursements.
Logistics Coordination
• Coordinate with warehouses and forwarders to manage deliveries.
• Communicate availability and delivery timelines to customers.
• Assist in resolving delivery discrepancies and shipment delays.
Issue Resolution & Escalation
• Identify inconsistencies between client purchase orders and system data.
• Escalate unresolved problems or delays to senior team members or relevant stakeholders.
Reporting & Continuous Improvement
• Perform regular reporting on order status and customer interactions.
• Participate in process improvement discussions