Sr. Asst, Customer Service

Primary Duties

• Supply the necessary information for potential/new customers and support a smooth set up process.
• Ensure all documentation is provided/in place according to established procedures and policies.
• Coordinate externally (customers) and internally, the development of new products and prototypes according to customers' needs.
• Perform estimates calculation and or provide the information needed to the Estimation/Quoting team (depending on complexity).
• Obtain sales price approvals, and provide timely estimates to customers.
• Aid the Customer Service Supervisor with information needed for customer development projects and/or participation in customer's bids.
• Supply information needed for the Sales Team in order to accomplish customers' requirements.
• For customers' sale orders, verify that prices have been approved by the management, and register approved prices into the ERP system.
• Control the orders and take a lead in documenting quality requirements for the product/customer.
• Review contracts ensuring that contract requirements are adequately defined between Sales Team and customer, resolve any contract requirements differing from those stated in the quote, and verify that the company has the capability to meet contractual requirements.
• Accurately and timely order entry into the ERP system and follow up it with all departments involved until the order has been received by customer.
• Prepare clear and accurate documentation for the communication of customer requirements.
• Inform customers about changes in process or procedures when these potentially affect them based on Customer Service Manager & Supervisor' guidance.
• Process all queries efficiently, liaise with all stakeholders, internal departments and other external as required - deliver prompt and professional solutions via phone, email, online chat etc.
• Generate all reports needed for their daily function e.g. OTS report, open sales orders, routing list, booking, production, plant capacity, among others.
• Follow up on the check list for the daily and monthly main activities.
• Support the AR department with information for pending payments when needed.
• Build and maintain excellent relations with all customers and promote the professional image of the company.
• Adhere to all business unit processes/procedures, work within product guidelines and restrictions.
• Operate to the highest possible standards during all transactions/engagements both internal and external.
• Attend all training sessions as required e.g. product knowledge etc.
• Learn relevant local and company requirements, rules and procedures.
• Strictly follows rules and guidelines and always uses the right procedure for the job.
• Promptly reports incidents, near-misses, and unsafe conditions or processes.