Xylem is hiring a
Job Summary**:**
To be responsible for processing Customer enquiries, orders and maintaining customer files; to be the focal point for returns and Customer Care Issues; maintain strong links to the Sales Managers and Product Mangers on sales trends and areas for development from a customer’s perspective; to meet Customer service levels set by the business; this should include providing feedback to customers on missed scheduled dates in a proactive manner and responding to customer queries within agreed timescales.
Essential Duties/Principal Responsibilities:
Processing of customer orders and quotations, including scheduling shipment dates, and controlling the release of pick notes for the dispatch department.
To respond on all customer progress requests on orders responding within 24 hours.
Liaise with Inventory Planners about long lead time parts and shortages and special customer requirements to ensure an accurate request and scheduled date is on the customer orders.
Ensuring where customers are on hold or Cash In Advance that the correct request dates are allocated to the orders.
Create and maintain customer information files on computer database.
First point of contact for customer telephone and e-mail enquiries. Responsibilities include referring inquires to correct distributor, Area Sales Manager or Product Manager.
To work proactively with Logistics Department on the shipping of Customers Orders and freight/import enquires.
To attend if required a daily meeting between Logistics, Customer Services and Material Control department.
To hold regular Key Account Meetings with attendance of ASM & Product Management
To proactively maintain overdue order book and ensure timely release of allocated stock whenever possible after interface with the customer.
To be proactive in doing investigations into scheduled dates prior to order entry
Liaise with all relevant parties ensuring complaints/concerns receive quick solutions
Input of all credit notes where required for customers ensuring the correct levels of authorisation are met and reason codes included.
Administration of Distributor and OEM Warranty Claims and interface with Quality department where required.
Maintain company database on Customer Care Issues.
Administration of Customer Complaint process issue’s including short shipments, pricing and stock returns. This includes updating data tables of errors and issues
Advising the Customer of the root cause of investigations, in a timely manner.
General Office administration.
Key Competencies:
Qualifications: Education, Experience, Skills, Abilities, License/Certification:
Standard weekly job hours: Monday to Thursday: 9:00am to 5:00pm; Friday: 9:00am to 4:45pm (*Flexitime available)
Other local requirement: ESH Responsibilities:
Participate in safety related activities as appropriate i.e. risk assessment process / audits