Your responsibilities

• As a Customer Fulfilment Representative PU, you will be responsible for:
• Completing the CS process from receipt of customer orders (planned or otherwise) through to dispatch and then invoice, using standard SAP processes and functionality.
• Assure accurate order to cash process and master data in SAP. This may also involve proactively locating or monitoring orders from customers based on order patterns, knowledge of customer requirements or guidance from sales organization.
• Proactively detect, prevent and resolve issues related to orders and deliveries to ensure OTIF, right first-time execution and Key Performance Indicators, Service Level Agreements and Quality Standards targets are met. Use the appropriate business tools to monitor orders and related exception handling.
• Daily contact with Customers and be the link between customers, sales, technical support, credit control, supply chain, logistic service provider and other O2C related departments.
• Maintain excellent relationships with Customers and internal and external stakeholders by providing relevant process and business information and by proactively following up the orders and deliveries.
• Monitoring customer accounts and/or order book status on a regular basis, resolving problems with potential customer impact, including credit blocks and delivery issues.
• Controlling the delivery process within SAP, preparing associated documentation for goods dispatch.
• Ensuring all processed dispatches are ready for billing, the system “housekeeping” is up to date, and all outdated stock demands are removed promptly.
• Referring availability/forecast issues to the daily hotspot meeting for resolution with relevant parties.
• Ensuring the correct documentation handling, amendments, legalizations, and certifications as specified in quotation and order to delivery process.
• Manage operationally Vendor Managed Inventory / Consignment in close collaboration with the customer.
• Controlling the settlement process for rebates and commissions associated with the allocated customer base.
• Providing back-up for other CSRs when required. Be a team player.

Our requirements

• We are looking for experienced candidates with great attention to detail and the ability to find the best solution for the customer and the business.
• Bachelor’s or master’s degree.
• Previous professional experience in the Customer Service / Order Management field in a similar environment required.
• Excellent communication, influencing and problem-solving skills with the ability to understand customers and supply chain challenges and deliver solutions in a professional and positive manner.
• Fluency in French and English.
• Detail oriented, organized with a systematic approach, and flexibility to adapt to a demanding environment.
• Team Player and can do/positive attitude.
• Ability to work independently and collaboratively with others to meet shared objectives.