Order Management Specialist

TN Italy; Catania; In loco; EUR 35.000 - 60.000; Tempo pieno

Descrizione del lavoro

Ein etabliertes Unternehmen sucht einen engagierten Kundenservice-Manager, der für die erfolgreiche Verwaltung von Kundenkonten und Ersatzteilverträgen verantwortlich ist. In dieser Rolle werden Sie sicherstellen, dass alle Aktivitäten im Zusammenhang mit Ersatzteilverträgen rechtzeitig abgeschlossen werden und die Rechnungsstellung genau erfolgt. Sie werden eng mit verschiedenen Abteilungen zusammenarbeiten, um einen reibungslosen Ablauf 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, weitere Sprachen von Vorteil.

Mansioni

• Verantwortlich für das Management von Kundenkonten und Ersatzteilverträgen.
• Bearbeitung von Kundenanfragen und Eskalationen.

Conoscenze

Kundenservice

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Projektmanagement

Empathie

Formazione

Bachelor oder Master in Wirtschaft

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:
   • Customer and Contract repair support
   • Consignment management
   • Follow-up on critical orders & downs
   • Alignment of customer ERP data integrity
   • Customer pricing data alignment
2. Customer and Account Team Support:
   • Serve as frontline primary contact to customers regarding spares operational issues and escalation management
   • Publish reports
   • Manage escalations from internal customers (Account team)
   • Follow up on KPIs to meet customer requirements
   • Attend meetings to address customer-specific issues or support process standardization discussions, ensuring adherence to documented processes
   • Manage billing for FPM and customer accounts, ensuring all billing and reconciliation tasks are completed on time (monthly and weekly pre-reconciliation)
   • Ensure that 'Ship Not Billed' activity and billing aging are minimized; resolve discrepancies working with relevant parties
   • Manage and resolve customer inquiries/disputes collaboratively with local Customer Service and Sales teams
3. Inventory Management:
   • Ensure 100% alignment between customer and Applied Materials systems through quarterly Book-to-Book and yearly physical inventory
4. Reverse Logistics:
   • Process all reverse supply chain activities and failure analysis

Your Profile:

• Commercial education, Bachelor’s or Master’s degree with a minimum of 5 years of experience in customer service
• Fluent in both French and English; additional languages are a plus
• Strong customer focus, empathy, active listening, patience, and ability to build positive relationships
• Excellent communication skills, curiosity, team spirit, analytical and problem-solving skills, rigor
• Good analytical skills
• Knowledge of supply chain processes and overall spares & services business processes is preferred
• Experience in semiconductor industry is a plus
• Project management experience is a plus
• SAP/CRM experience is a plus

Technical Competencies

• Proficiency in computer use and Microsoft Office products