Responsibilities/Duties
Ensuring and following up that customers’ expectations, requirements and specifications are transferred within our internal systems.
Planning/scheduling of daily routine, validation cycles and maintenance into our systems in such a manner that capacity can be reserved and that production efficiency can be optimized.
Coordinating, monitoring and supporting the customer service’s and warehouse’s daily functions, including but not limited to order to cash administration, logistics organization and point of contact for customers.
Ensuring that customers’ expectations are met or exceeded, ensuring on time and correct deliverables and education of customers for harmonization. Following-up of forecasts.
Maintaining and improving relations with customers.
Processing orders fluently. Working with the customers and the departments to build and maintain a solid and lean order-to-cash process, fully integrated in the ERP environment.
Pro-active and adequate communication with customers regarding special request, samples, lab work requests, process deviations, delays or any issues and propose solutions/resolutions, together with all departments involved.
Keeping customer files up to date.
Maintaining good contacts between our customers, our different departments and area sales management.
Handling of all customer complaints and follow up with the relevant department(s)
Assisting new projects and lead customers’ request internally to ensure reply provided to customers.
Managing the customer service and the warehouse teams in an efficient and well-balanced way, including but not limited managing holidays, sick leaves and overtime, performance reviews and Merits.
Enhance safety and quality
Enforcing quality and safety requirements
Managing and supporting the different improvement projects in a structured and efficient way
Authority
General Manager
Requirements
Knowledge/Education and Training
Bachelor or equivalent by experience
Experience
Excellent written & spoken knowledge of French and English
3 rd language is an asset
Minimum 5-years' experience in a similar function
Experience in OpEx is a significant asset
Skills
Service minded
Well organized - Diplomatic – Dynamic –– Motivated and able to motivate – Pro-active – Reliable
Strong communication & organizational skills.
Team and project leader
Contacts
Internal
General Manager and all departments within the plant, Inside Sales & Area Sales Manager.
External
Customers.
Deputy
Customer Service Administration employees