Job Description

Mission

The Customer Care Specialist is a regional / global position providing pre- and post-sale support. Responsible for the consolidation and preparation of standard product and spares quotes for distributors and external customers, as well as processing and coordinating customer orders in Sensia business systems.

Responsibilities

• Receive , process, monitor and re-assign customer inquiries through Sensia CRM
• Respond timely and professionally to all customer requests.
• Responsible for providing standard product and spares quotes using Sensia business systems and tools. Ensure regional go-to- market strategies are followed.
• Act as focal point between customers, engineering, quality, planning, production and sales regarding production application and customer requirements.
• Determine equipment availability and deliveries and communicate proper plan with customers.
• Ensure pricing compliance using Sensia pricing tools and discount approval process.
• Screen customer purchase orders to assure compliance with pricing, payment terms, technical data, commercial and export compliance, order review procedures
• Process standard and complex orders in Sensia business systems.
• Process customer set up requests through sharepoint workflows.
• Generate engineering work requests for part number set up requirements
• Coordinate handover with manufacturing or procurement
• Coordinate shipment and export information with customer.
• Handle any changes involving export, change orders, payment terms where required.
• Coordinate order details with various personnel and departments and potentially resolve matters regarding order status, shipping dates, pricing, product availability and shipments.
• Monitor backlog; follow up with customer and coordinate with external sales as needed.
• Ensure all billing requirements have been met and release invoices where applicable
• Provide support to collections team with customer follow up on aging invoices
• Participate and drive quality improvement initiatives to improve cost estimation capabilities and improve overall function efficiency
• Collaborate with other Sensia and Parent businesses to ensure consistent customer interaction.
• Understand customer expectations and ensure tasks are aligned to meet expectations.

Experience & Exposures:

• Customer Services,
• Technical skills and qualification related the product and associated services.
• Good communication and negotiation skills
• Work environment and safety
• Commercial terms and contract management
• Sensia product knowledge and customer buying habits.
• Customer Relationship Management