What are the responsibilities and job description for the Customer Order Management Representative position at Cynet Systems?
Job Description:
Responsibilities:
Responsibilities:
- Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalation; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
- Act as the single-point-of-contact to Clients' customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders.
- Providing accurate documentation and continual communication to customers throughout the process.
- Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Client's processes, systems, and practices.
- Provide timely and informative responses as per the Service Level Agreement.
- Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
- Maintain accurate records of all internal and external interactions in the appropriate database/system.
- Ensure customers comply with export policies and ensure required export/shipping documentation is compiled to the relevant legislation.
- Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues.
- Submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
- Knowledge of Quality Management Systems.
- Support Supervisor with hosting customer visits at local facilities.
- Prepare and distribute standard and customized internal and customer reports.
- Understand Customer Order Management policies, procedures, and metrics.
- Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
- Participate in/lead process improvement projects.
- Communication.
- Supply Chain Experience.
- Excel familiarity.
