Customer Experience Associate

Job description

We are currently looking for a Customer Service Associate to join our Customer Experience team. As a key member of our team, you will play a pivotal role in ensuring that customers are satisfied with their collaboration with Toly,. The main objective of the Customer Service Associate is to manage everything in relation to Purchase Orders received by the Company, to ensure timely delivery of goods to the client. This includes coordinating with all departments and sources as necessary, including discussion with sales, production, and handling any quality issues. Responsibilities: Process Purchase Orders received from Sales/Project Management Office and inputting them into the ERP System, ensuring that the data is correct whilst maintaining good communication with the customer. Coordinate Purchase Orders and customer Forecasts with the internal sources required for production, confirming prices, production dates, lead times, and expected dispatch dates as necessary. Coordinate with Logistics team within Supply Chain for the dispatch date, issuance of documentation, pick-up and transportation terms, and create profit margins accordingly for each Purchase Order, coordinate with the customer’s receiver and check OTIFs. Fill in information necessary on client portals and communicate with the customer, providing support to fill in purchase orders, providing prices and support in building the Purchase Order correctly. Check payment terms with Finance and chase for the issuing of proforma, and / or chase customer for payments as necessary. Issue reports on Purchase Order statuses and update customers and the Company, mapping data from the BI, ensuring that the data is mapped correctly with customers to ensure that data extracted is accurately when issuing such reports. Follow-up with customer to ensure that goods have been received, follow-up with any complaints through quality system as required, and handle all aftersales issues by filling in the CIS (Complaint Information Form) Forms. Align and adhere to company policies in place. Participate in continuous improvement and continuous learning as necessary. Any other duties assigned by management from time to time. Requirements: In possession of a Bachelor’s degree MQF Level 6 in either sales, business administration or equivalent 1 years’ experience in a similar role Good communication skills, Problem solving skills and Resourceful Takes Initiative, Ownership, and is Patient Good language skills in English, preferably French, Italian and/or German Proficient in Microsoft Office suite including Excel, Word, PowerPoint, Outlook, and experience on ERP systems