Customer Service Sales Specialist

Job Purpose and Scope:

Role: Customer Service & Sales Support - US

Functional Reporting: Sales

Function: Customer Service

Accountability:

• Customer Satisfaction
• Timely processing of customer orders
• Timely delivery of support
• SLAs around documentation, follow-ups, etc.
• SLAs for returns and samples
• Strong customer feedback on timely servicing
• Inventory reconciliation

Key Accountabilities

Functional

• Maintain regular contact/follow-ups with key stakeholder at the customer end
• Develop connections with relevant internal teams to mobilize resources and obtain information promptly in order to provide differentiated service experience.
• Receive, enter & acknowledge customer sales orders in SAP and provide tentative ship dates based on stock position; allocation inventory based on customer requirements such as batch sizes and shelf-life
• Ensure timely delivery of products to customers
• Ensure samples are arranged and dispatched to the customer on a timely basis
• Prepare and provide sales order shipment documentation and ingredient technical documentation
• Coordination with customers on special documentation requirements
• Communication with sales reps & customers on all sales order related issues
• Set up new customers in SAP via CRM Handling customer master updates via CRM (Cases for QA + quotations for regular supplies)
• Ensure complete and comprehensive documentation of all customer related records
• Provide Proforma invoices for prepay customers & manage accounts on credit hold with finance team for release
• Maintain, track & raise request for bonus/rebate & discounts.
• Support with monthly reports on accounts payable provisioning and weekly report for open orders
• Ensure prompt follow up for customer payments / documentation
• Support in the preparation of the monthly/ weekly dispatch plans & ensure adherence
• Ensure dispatch & Shipment Monitoring until delivery track and scan completed order packs
• Ensure data entry and detailed filing of all documents received
• Back up support for team members for EU/AMEA Region