Sales order manager

Job Purpose & Responsibilities

Records and processes highly complex orders and/or inquiries received by mail, telephone, and/or through personal customer contact.

Monitors allocation process, stock match, OBD creation, and door to door delivery using input from Logistics Team.

Provide pricing, availability, and schedule information within established guidelines.

Research and obtain resolution of a variety of highly complex customer complaints and issues.

Track order activity, and alerts appropriate staff of any potential delivery problems.

Expedites the delivery of selected orders.

Strategic Analysis and Reporting, giving feedback and implementing recommendations in line with strategy.

Checks and approves credit within established limitations and confirms orders.

Coordinates with commercial teams, technical development engineers and supply chain staff, researches and obtains resolution of a variety of customer complaints and issues.

Help develop and implement strategies for driving process improvement.

Facilitate root cause/corrective action communication with the field and customers.

Manual invoicing and documentation SOVOS.

Perform non-standard and complex activities for importing/exporting of goods.

Quotes lead times to customers on orders. Sometimes customer order requirements go outside normal timelines; the CSR has to provide options to the customer keeping in mind increased costs and other adverse effects.

The CSR could even borrow inventory promised to other customers.

Independently handles routine problems such as coordination of product delivery or errors in type of product delivered. 1-3 years in Customer Service environment with managed accounts.

Knowledge of Microsoft Word/Excel. Good communication and interpersonal skills.

Knowledge of rail logistics operations.

Knowledge of export/import processes.

Minimum 1 year Polyethylene experience and product knowledge.

The GCGV Customer Service Representative is responsible for order management while simultaneously maintaining and building relationships with customers by assisting with complaints, questions, and returns; providing information regarding products & services, while also ensuring timely delivery by monitoring the delivery process and raising issues to the appropriate parties when gaps identifying gaps. This role utilizes analytical methods and a variety of tools to understand business operations, processes and activities.

GCGV CSRs are responsible for order management, analyzing performance, identifying problems, recommending outcomes and implementing solutions to solve problems.

• Bachelor's degree or equivalent, relevant professional work experiences required.
• 1-3 years in Customer Service environment with managed accounts.
• Experience of rail logistics operations.
• Minimum 1 year Polyethylene experience and product knowledge.
• Experience working with SAP software (SAP ECC Sales & Distribution).
• Computer proficiency with the Microsoft Office suite of products (especially Excel/Word/PowerPoint) and web-based applications.
• Good communication and interpersonal skills.
• Ability to interact with the customer in a helpful and friendly manner and to understand customer needs.
• Ability to work well in a team environment.
• Ability to set priorities and manage time in a dynamic work environment.
• Strong oral and written communication skills.