.Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Performs a wide range of complex duties in the Customer Service & Sales Support Department, requiring a high level of understanding of all job functions. Primary responsibilities are accurate order processing, delivery creation and shipment processing, and providing excellent customer service, building strong customer relationships through courteous and prompt resolution to customers' inquiries and problems. Additional responsibilities include creation and maintenance of customer and pricing master data, follow up on open order status and order book maintenance and providing support to the Sales team. This person may also be called to attend trade shows and is, whenever business requires, a back up to other customer service and sales support teams in the EMEA. PRIMARY DUTIES AND RESPONSIBILITIES Receiving and processing of sales orders in a timely and accurate manner, issuing order confirmations, issuing Product Information Sheets, communicating with operations, engineering and sales teams as needed. Issuing pro-forma invoices for cash in Advance (CIA) accounts, pre-production deposits, checking account blocks and solving issues with the Finance Department when necessary. Pro-active review of open orders due for delivery creation and coordination of outbound shipping processing, communicating with customers to optimize shipments and follow up with finance on blocked deliveries. Daily check of open deliveries and shipment status. Ensuring timely shipments and coordinating with customers and shipping plants FCA/EXW collections. Escalate orders being late picked & packed and or late shipped/picked up. Request freight quotations and update orders or outbound deliveries after validation with the CS & SS Manager. In a timely manner, issue invoices for export and request freight forwarder all necessary transport & export documentation (i.E. certificates of origin, EUR1, ATR, etc.). Reply to inquiries from customers regarding, stock availability, sales order and shipment status, products and services. Processing requests for product samples, spare parts and literature and preparation of mass mailings. Attention to phone calls and prompt call distribution. Issuing in the ERP system RMA's (Returns Material Authorization) for repairs or customer returns, requesting internal approval and coordinating the collection with the logistic department or partners. Creates and maintains customer master data in the company's ERP and CRM systems, making sure both systems are up to date simultaneously. Assists with the preparation of proposals, sales reports and other clerical sales support. Registering all complaints or errors concerning product quality, delivery or customer service using the established processes for quality control and ensuring timely and adequate follow up on open sales force tickets (NCR/OFI)
