Order Management Specialist

TN Italy; Treviso; In loco; EUR 35.000 - 65.000; Tempo pieno

Descrizione del lavoro

Ein etabliertes Unternehmen sucht einen engagierten Kundenservice-Manager, der für die erfolgreiche Verwaltung von Kundenkonten für Ersatzteilverträge verantwortlich ist. In dieser spannenden Rolle werden Sie eng mit verschiedenen Abteilungen zusammenarbeiten, um sicherzustellen, dass alle Aktivitäten rechtzeitig abgeschlossen werden. Ihre Fähigkeiten im Kundenmanagement und Ihre analytischen Fähigkeiten werden entscheidend sein, um die Kundenzufriedenheit zu gewährleisten. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Competenze

• Mindestens 5 Jahre Erfahrung im Kundenservice.
• Fließend in Französisch und Englisch, zusätzliche Sprachen von Vorteil.

Mansioni

• Verwaltung von Kundenkonten für Ersatzteilverträge und Reparaturen.
• Sicherstellung der fristgerechten Abrechnung und Rekonsilierung.

Conoscenze

Kundenfokus

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Problemlösungsfähigkeiten

Teamarbeit

Aktives Zuhören

Formazione

Bachelor oder Master in Betriebswirtschaft

Strumenti

SAP

CRM-Systeme

Microsoft Office

Descrizione del lavoro

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You will be responsible for the successful management of customer accounts for spare part contracts and repairs. You will ensure the timely completion of all activities related to spares contracts, accurate billing, and reconciliation. You will work regularly with local Operations (Applied Materials customer service), Customers, Order fulfillment, Customer service representatives, Planning, Purchasing, Marketing, Logistics, Finance, and Sales.

Key Responsibilities

1. Order Management:
2. Customer and Contract repair support
3. Consignment management
4. Critical orders & Downs follow-up
5. Customer ERP data integrity alignment
6. Customer pricing data alignment
7. Customer and Account team support:
8. Serve as the frontline primary contact to customers regarding spares operational issues and escalation management
9. Publish reports
10. Manage escalations from internal customers (Account team)
11. Follow up on KPIs to meet customer requirements
12. Attend meetings to address customer-specific issues or support process standardization discussions. Ensure adherence to documented processes.
13. Manage billing for FPM and customer accounts, ensuring all billing and reconciliation tasks are completed on time (monthly and weekly pre-reconciliation)
14. Minimize 'Ship Not Billed' activity and billing aging. Resolve discrepancies by working with relevant internal/external parties.
15. Manage and resolve customer inquiries/disputes collaboratively with the local Customer Service and Sales teams
16. Inventory Management:
17. Ensure 100% alignment between customer and Applied Materials systems through quarterly Book to Book and yearly physical inventory
18. Reverse Logistics:
19. Process all reverse supply chain activities and failure analysis
20. Your profile:
21. Commercial education, Bachelor or Master’s degree, with a minimum of 5 years of experience in customer service
22. Fluent in both French and English; additional languages are a plus
23. Strong customer focus, empathy, active listening, patience, and ability to build positive relationships with customers
24. Excellent communication skills, curiosity, team spirit, analytical and problem-solving abilities, and rigor
25. Good analytical skills
26. Knowledge of supply chain processes and overall spares & services business processes is appreciated
27. Experience in the semiconductor industry is a plus
28. Project management experience is a plus
29. SAP/CRM experience is a plus
30. Technical Competencies:
31. Proficiency in computer use and Microsoft Office products