The Customer Operations Responsible receives and processes customer orders and inquiries that are either product or spare part / service related which are entered, monitored, processed and fulfilled via various modules of SAP systems which is the main tool used.
The purpose is to fulfil customer needs on products, offer service support and solutions, based on mutually agreed terms and conditions.
The Customer Operations Responsible also selects potential clients proactively and enters into negotiations to provide full products and services
Main Activities :
Develops and maintains a high level of knowledge all products, systems, services, processes within the area of responsibility
Receives, records and processes orders received by customers via e-mail or sales department on daily basis, monitoring their billing and invoicing.
Answers service calls and forwards or notifies Field Service Employees and customers accordingly. Creating Service notifications upon calls or visits.
Creates and processes Service orders, labour / travel time and spare parts usage update in CSMS, goods issue and invoicing, as indicated in the Service Report signed by the customer.
Processes Spare parts sales orders to customers, including delivery arrangements, packaging and labelling for shipping, coordination with logistics and transportation partners and delivery note / invoice issue.
Creates and maintains master data’s (customers, products, spare parts ) and pricing conditions upon sales department request.
Creates and maintains customer service contracts, monitoring and invoicing on the agreed period.
Organizes deliveries to customers and returns from customers according the corresponding availabilities and approvals and the agreements with the logistics partners.
Processes all credit notes, debit notes, return credits and cancellation of invoices, consumption, transfers from plant to plant, returns to HQ, stock destructions upon request from sales department and with the corresponding approvals.
Monitors customer backorders, open delivery notes (not invoiced) and consignment stock.
Monitors the terms of payment and communicates with credit department for the credit release requests and with the customers for the order value and the mode of payment (deposit, cash or cheque on delivery)
Monitors and follows up all the spare parts supply chain cycle : Replenishment of warehouse, purchase orders placement, stock receipt, and proper storage, engineers’ car stock replenishment and its return to warehouse when no used, return deliveries to HQ always according internal policy and corresponding authorization
Develops strong relationships with customers by telephone, to fully understand their needs and select the most appropriate product / service.
Opportunity to develop and perform customer prospect and Key Account management activities
Gathers feedback of customer issues and concerns about procedures and products.
Bachelor’s Degree in business science or similar
3-5 years of previous experience in a similar role.
Working experience in the Printing Industry
Specific skills (core competencies, key specialities, technical, human relations or managerial skills, and knowledge areas necessary)
Very good knowledge and working experience with SAP
Knowledge of the printing Industry products
Knowledge on MS Office (Excel, Wold)
Local language (Greek)
Any other can be a plus
Behavioural skills :
Problem solving approach
Energy to make the change
A dynamic global organisation with a history of innovation and strong product portfolio.
A challenging environment combined with a supportive management structure.
Career development and growth.
A competitive salary and benefit package.
A friendly work environment surrounded by dedicated and professional colleagues.
Job Segment : Operations Manager, Sales Operations, Logistics, Operations, Sales