MISSION
Provides commercial functions of the areas in scope with accurate services and support to ensure high service level with accurate, fast, lean and problem solving customer management in terms of sales orders processing, time-to-answer monitoring, analysis and reports, working alongside other business function accordingly with the defined worldwide strategy in order to achieve the operative targets as well as foster the customer satisfaction, according with the approved worldwide strategy.
KEY ACCOUNTABILITIES / DECISIONS AREA(1)
1. SALES CUSTOMER SERVICES MANAGEMENT
- Elaborates sales order fulfilment management, tracks and monitors the related documents, commercial offers and contracts during the different phases in order to ensure the on time delivery, by elaborating analysis and reports able to highlight critical issues (such as: remnants, gap closing, payments, etc.) and delivering the corrective action execution, working closely with functions involved in the process and Customer Services team both local and at corporate level.
- Provides promptly, effectively and efficiently customer support services and tools, coordinating with local team, delivering accurate orders, providing response and feedbacks or dispatching them correctly and timely to functions involved in order to ensure high customer services level, accordingly to commercial strategy and corporate guidelines.
- Participates in the accomplishment of the monthly and year sales budget working alongside the involved functions, ensuring the customer engagement in forecast sharing and order management for both current business and opportunities development, in order to ensure the achievement of company goals and targets.
2. SALES SERVICES MANAGEMENT
- Executes and monitors the day-by-day sales operations activities such as the commercial data system updates, and supports business teams in the planning, tracking and carrying out customers visit aimed at enhancing a profitable dealing with the customers.
- Elaborates orders from data input to order confirmation and closing (after sales and return orders included), working closely with Sales team and providing support to Administration, Finance and Control team providing the necessary documentation to customers (such as: invoicing, letters of credit, credit notes, agency commissions, etc.), with the aim of ensuring a consistent process fulfilment.
- Prepares and formalizes required documentation (such as: certificates of origin, transport documents, custom value declarations, etc.), manages the shipping process and supports the corrective actions implementation in order to ensure the effectively running of the process, working closely to the Logistics team and maintaining relationships with both customers and internal functions involved.
- Archives and maintains up to date sales documentation, in order to ensure data integrity and traceability as well as provides operative support to the area in scope (such as: stationery orders, support to General Services, etc.) in order foster processes and deliver targets assigned.
3. RELATIONSHIP MANAGEMENT
- Interacts and communicates regularly and effectively with the team and functions involved aimed at fostering the knowledge sharing approach and circulation of information across the company, both at local and corporate level.
- Builds strong relationships and collaborates with all internal functional team as well as customers and partners enabling consistent and continuous commitment according to commercial strategy and assigned goals.
- Title
- JOB MODEL WHITE COLLAR
- Page No.
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- WRITTEN BY RESPONSIBLE REVIEWED BY COMPLIANCE QUALITY APPROVED BY HUMAN RESOURCES
- (1) The responsibilities may include other specific duties assigned according to Company’s projects.
- (2) Optional e.g.in case of general profile
- KEY RELATIONSHIPS(2)
- Internal Team
- External Stakeholders
- Governance Committee
- Customer Service Team
- Sales & Marketing Team
- Product Management Team
- Quality and Research Team
- Supply Chain Team
- General Services Team
- AFC Team
- IT Team
- Customers Partners
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- SKILLS, EXPERIENCE & TECHNICAL COMPETENCES(2)
- Skills & Experience
- Customer Satisfaction Focus
- Economics Understanding
- Negotiation
- Analytical Approach
- Attention to details
- Problem Solving
- Accountability
- Communication
- Experience: none or 1 years of experience in dealing with CRM and Customer Service
- Technical Competences
- Industry and sector understanding and in-depth knowledge of key consumers and segments
- Customer problems or complaints management
- Customer relationship management (CRM software)
- Knowledge, application and compliance of pricing policies
- Order Process Management
- Analysis and Reporting: methodologies, techniques, tools and applications
- Knowledge of Product and Production: process, features techniques
- IT Tools: use of company tools and applications (ERP, Office, company applications, )
