Job Title: Order Processing Specialist Reports To: Sales Operations Manager Group/Division/ BU: AIG / CMD / Customer Service Shared Services Career Band: 03 Location: Alcobendas - Madrid No. of Direct Reports: 0
Job Duties: - Complete all Thermo contract review requirements and coordinate with Accounting as necessary to assist in account set up. - Verify product/stock numbers, pricing and product availability. - Work with various departments within Thermo to clarify any discrepancies prior to order entry. This includes working closely with field sales and customer service, as needed, to clarify customer requirements. - Assist customer with order placement and key orders into Thermo ERP system. - Fax order acknowledgements to customers. - Create sales order files, per Thermo retention policy.
Job Knowledge: - Must have excellent communication skills; both written and verbal. - Computer literacy. - Strong time management skills. - Ability to handle multiple tasks simultaneously under demanding time constraints. - Ability to assimilate product knowledge. - High English level.
Experience: Experience in using an integrated ERP system (SAP). Customer service experience preferred. Initiative and Ingenuity:
Identify and resolve customer issues within company policies. Assist the customer in identifying what alternatives are available to ensure complete customer satisfaction.
Responsibility for Equipment: Use of computer and phones within company policy. Responsibility for Material or Product: Management of correspondence with various customers, selling partners, and internal personnel within different departments. Manage order entry and filing per Thermo record retention policy. Obtain necessary approvals and documentation to address customer requirements appropriately.
Hazards: Maintain customer satisfaction goals of the company while balancing the cost of meeting these goals. Opportunities for creativity exist in balancing the customer needs and operations requirements. Responsibility for Others: Coordination with sales & finance representatives, customer service representatives and customers (i.e. identifying customer requirements). Working Conditions: Office environment, team atmosphere.