Doosan Corp
Senior Customer Service Rep Aftermarket
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Job Information
Position Summary:
Provide administrative support to a Distributor Network of 15-20 dealerships, as the single point of contact. Good Customer Service aptitude is essential for this position as well as the ability to work cohesively in a team driven by process & performance improvement metrics. The ideal candidate should speak, besides English, French and Italian.
Role & Responsibility
Customer Interface & Support (1st point of contact for dealers):
- Be the first point of contact for customers for questions / concerns about their orders (lead time, order status, logistics, etc).
- Proactively manage orders to prioritize available stock.
Customer Order Management:
- Act and react proactively (daily frequency) in relation to open orders report in order to make sure all orders are processed and treated.
- Manage the discount (quoting) approval process to ensure effective and efficient commercial pricing process.
- Process & resolve order holds (roadblocks removal and release).
- Manage & resolve disputes related to credit notes, damages & price issues.
- Manage changes to deliveries (address changes).
- Manual order entry in case of special orders (consignment & fairs).
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Cross Functional Support:
- Liaise with the Supply Chain Team for availability, lead time, orders status.
- Liaise with internal teams (Supply chain, Credit, Sales, Product Line) to promote order fulfillment and customer satisfaction.
- Actively participate in Sales & Dealer Meetings to promote understanding of Doosan’s dealers & Marketplace.
- Create & monitor reports for on time order entry, booking and progression of orders.
- Resolve together with IT/Data Governance system related issues.
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Job Requirement
Education & Qualification:
- Administration - Bachelors Degree / Allow Equivalent
- Excellent computer skills – experience of an ERP system.
- Excellent communication skills.
- Cross border sales administration experience.
- Fluent English + Italian + French. Any other European language is an asset.
- Strong Systems Experience (MS Office, Oracle 11i etc).
- Strong Process Experience.
- Ability to handle multiple demands and adhere to deadlines.
- Strong attention to detail.
- Excellent written and oral communication skills.
- Time management and organizational skills.
Experience:
- 5-7 years.
- Travel Standard: < 10%.
- Minimum of 4-7 years relevant experience in a process based multi-national environment.
- Flexibility to travel across Europe.
- Global Breadth: Single-Site (One Location).
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