Spanish Major Accounts Order Management - Cork

job title: Spanish Major Accounts Order Management Location: Ireland - Cork Start date: As soon as possible Position Overview: __________________________________ This position includes responsibilities and duties required to support the fulfillment of orders destined for targeted direct Customers (Major Accounts).The core of the working day will be spent dealing with queries from these Customers/Sales team who need assistance with their orders execution, backlog, and shipments.Responsibilities will be assigned on a geographical (Country) basis.Responsibilities include: ___________________________________ .Interacting / teaming with Inside Sales representative to provide outstanding Customer experience . Resolving issues related to Customer Orders (availability, requested delivery date, pricing, etc) . Interacting / teaming with logistics/logistics partners daily to solve issues related to Deliveries (missing/incomplete shipments, damages, paperwork, etc) .Logging and prioritization of calls from Customers onto CRM tool and escalation / resolution of problems and issues..Taking ownership of delinquent issues and determining appropriate action to solve (i.e.contacting the Customer, initiating research, obtaining additional information for or about the Customer, etc.) . Establishing and maintaining a strong, professional relationship with all assigned Customers and Sales team..Querying information in SAP, CRM Tool, www, multiple carrier track and trace systems, etc . Auctioning returns and replacements on SAP . Processing credits and invoice related changes . Processing cancellations and rescheduling of orders . Providing structured feedback on a daily basis to the team on outstanding and emerging issues .Proactively contacting Customers about order delays or changes to order status (eg Product Transition) Key metrics include: ___________________________________ . Customer satisfaction .Order Cycle Time performance .Performance in management of CRM issues (ageing, quality of decision, etc) Key applicant characteristics include: _______________________________________ . at least 2 years experience and proven ability in an Order Management / Customer Support role .excellent Customer interaction skills (verbal and written) . highly developed communication (verbal and written), time management, and problem solving skills . proficient in the use of SAP, CRM, and desktop (or similar business solution) applications . the ability to work on own initiative and manage busy workload . high volume data management skills . fluency in French, Spanish and English . educated to Diploma or Degree level Reference number: ESF/MA/SPA/AMS