Location: Bucharest, Romania
Remote work: Hybrid

Job Purpose

Handle customer orders and order-to-cash related customer requests. Deliver customer value by end-to-end follow-up and satisfy customer requirements in the area of order handling and delivery planning in alignment with company processes and guidelines. For particular key accounts, a specific procedure may apply.

Work closely with the Key Account Manager and Demand Planners acting as a Single Point Of Contact (SPOC) to ensure that the assigned key account requirements are being met. Work closely with all other Supply Chain departments to cover special requests in compliance with standard work procedures.

Maximize customer satisfaction by driving the company and supply chain strategy in all dealings with customers. This performance is measured through Delivery Performance / Cost To Serve (CTS) / Customer Satisfaction / Claim Resolution / contribution to FC Accuracy, Bias, Sales Stability KPIs.

Contribute and support the company and one-team philosophy by continuously developing communication skills, proactive mindset, and business expertise to ensure the best possible results for the customer and the company. Identify and suggest opportunities to improve the quality of service to customers.

Main Responsibilities

• Order Entry: Receive and process customer orders, inform the customer on the availability of products and the foreseen delivery dates of his orders. Offer guidance and support to the customer in all relevant ordering channels (through Customer Service or e-Ordering).
• Order Management: Follow-up of all orders and business inquiries. Use the order management processes to drive a continued customer-centric approach through flawless order processing, providing clear and reliable order confirmation. Maximize the reliability of order promises and services by taking necessary actions as described in work instructions and by proactively contacting all necessary internal partners. Report & monitor orders against forecasts & highlight any forecast deviations to demand planners to improve forecast accuracy, forecast bias, and sales stability.
• Quality Management: Enter and process customer claims in the Quality Management module (QM). Drive swift and complete resolution for QM notifications and provide timely and transparent feedback to customers. Good understanding of all relevant Order-To-Cash areas where customer claims can occur including logistics claims, returns, billing & pricing.
• Delivery Planning: Act as a liaison between the customer and logistics execution to ensure orders are being shipped as per customer requirements. This includes managing delivery blocked orders with the customers, agreeing on delivery slots and required service levels, and potential additional services.
• Customer Interface Management: Establish a strong business relationship with key accounts and ensure all Service Level Agreements between the company and the customer are adhered to and that all tasks associated with this are completed in a correct and timely manner.
• Maximize Sales and Customer Order Fulfillment: Take all necessary actions to align and sell the plan. Guide the customer through the product portfolio and offer alternatives where available.

To Join Our Team You Will Need

• Experience: 3 years of working in a customer-facing environment. Proactivity with the ability to work within an international environment, with various stakeholders, most of the time on a remote mode.
• Assets: Any experience within automotive/industrial environment will be considered a strong asset.
• System Applications: Strong user level in main MS Office applications, relevant SAP transactions (order management & quality management) & key operational reports in EDW in OTC.
• Teamwork: Ability to work in a team, support team goals, take initiative, seek to give and receive help and feedback.
• Customer Interface Management: Ability to establish a strong relationship and collaboration with the customer through efficient and effective communication, using standard tools and conventions, both in calls with the customer as through other media.
• Product Knowledge: Demonstrate affinity with or established knowledge on the main features and qualities of the company’s products. Strong awareness of the company’s brand positioning in the market.
• Supply Chain: Strive for broader understanding of the company's end-to-end supply chain strategy and maximize collaboration with the customer to plan, produce, order, deliver, and bill the right products at the right time in a customer-focused yet cost-efficient way.
• Language Skills: Fluent in English and German (C1 level) both in writing and speaking.

If You Join Us, You Will Enjoy

• Competitive salary package
• Free private medical services
• Life Insurance
• Flexible benefits from your favorite brands available on flexible benefits portal
• Easter bonus
• Christmas bonus
• 25 vacation days/year
• Referral bonuses for new hires recommended by you
• Work From Home & Flexible Working Hours
• Discount price to purchase company products
• Sponsorship for ACCA certification
• Free access to the Bookster library
• Discount on products and services through agreed partnerships