Role:

The Customer Order Desk Representative is responsible for

• Delivering the right products, in the right quantities with the right lead time and the right costs (price) to customers, accompanied by the correct documentation.

• Giving customer service by giving follow up on customer requirements.

• Meeting the targets and KPIs as set for the Operations Dept. and Customer Order Desk Representative.

  The Order Desk Representatives acts as the interface between departments with respect to sales forecasts, sales orders, order acknowledgements, deliveries (outbound logistics) and / or customer returns.

   

  Position in the Organization:

  The Customer Order Desk Representative BV reports directly to the Customer Order Desk Manager.

  The Customer Order Desk Representative subsidiaries reports functional to the Customer Order Desk Manager. (Functional line in the organization chart)

   

  Main area 1: – Forecasts

• Sales Forecast

  • Requesting accurate forecasts information from Sales Managers/ Reps.

  • Contacting the customer for forecasts.

  • Reporting new forecast information to Order Desk Manager and sales Managers.

  • Analysis of Sales versus Forecast sheet.

  • Requesting to go over forecast where appropriate.

  • Informing Sales Order Desk Manager and Sales Managers of over and under forecasted Items.

     

    Main area 2: –Execute and control the day-to-day operational Customer Order Desk process for sales orders

• Sales Order Process (including Risk Orders, Other Revenue Orders):

  • Entering customer purchase orders accurately in to the ERP system

    • Correct Item number

    • Correct order multiple

    • Correct price

    • Correct delivery dates; required and promised dates

    • Correct customer requirements

  • Correctly and on time, Schedule, Reschedule (Required and promised dates) and cancel Sales orders in the ERP system

  • Follow Order desk procedures concerning Customer Purchase order entry and committing of stock

  • Follow Order desk procedures concerning rescheduling / cancelling of orders (inform as defined)

  • Follow the procedure for Risk orders where appropriate

  • Providing the customer with order confirmation where appropriate

  • Sending the customer a copy of the open order book where appropriate

  • When required work with planning to ensure that the customers required date is achieved when Sales order confirmed outs side of our Standard lead times

  • Preparation of sales orders to be sent to the logistics third party warehouse

  • Instruct the third party logistics provider (warehouse, factories, suppliers, forwarders) on the delivery requirements of the customer

  • Where required contact customer for their shipping instructions

  • Inform the customer of the scheduled delivery date

  • Where required provide the customer with shipping documents: POD’s, Packing list, Bill of lading/Air way Bill, Certificate of origin/Form A, Packing declaration, Signed documents from the Chamber of Commerce, Commercial Invoice

  • Place orders in Forward to bill at the correct time

  • Handle customer questions and complaints

  • Check invoices from third party logistics providers

  • Monitor On time delivery

  • Keep good records of all transactions and archive appropriately on shared drives and manual filing. I.e. sales orders EDI upload and exception sheets

• Monthly controlling of all Delivered and Open Sales Orders (backlog, future)

   

  Main area 3: –Execute and control the day-to-day operational Customer Order Desk process for the returns process (RGA)

• Returns Process ( RGAs)

  • Entering customer Returns request accurately in to the ERP system. Correct item ( check obsolete list) and Correct QTY

  • Ensure that the RGA is authorized and signed in according with the SOX sign off schedule.

  • Communicate the authorized RGA number to the customer.

  • Monthly controlling of all open and Closed RGAs (backlog, future).

    • Check for RGAs entered twice in the system.

    • Check for RGAs open longer than 3 months.

    • Send agreed reports to sales managers.

  • Check statues of all RGAs that are open longer than three months with customer, and close where appropriate.

  • Keep good records of all transactions and archive appropriately on shared drives and Manual filing

     

    Main area 4: Parameters and Supporting the Inventory Management Process

• Communication and working within Set parameters.

  • Responsible for communication of and working within set parameters as defined for sales orders: Standard lead times, Standard sales prices, Minimum order quantities, Minimum order value, Correct use of required dates in ERP system, Correct use of Promised dates in ERP system

  • Responsible for communication of and working within set parameters as defined for RGAs; obsolete list and close after 3 months

  • Supporting the Inventory Management Process

    • Work with the first in first out principle for stock (use for sales list)

    • Work with Push Sales and Sales Actions Overviews

    • Providing Sales with information on sales actions and over stock items

       

      Main area 5: General

• Troubleshooting and Problem Solving with regards to the above mentioned tasks and responsibilities.

• Act as a team player and back up and assist other Customer Order desk Representatives with issues that may arise in their daily work,

• Escalate any issues that cannot be resolved within a reasonable time frame to The Sales Order Desk Manager/ Sales order desk Supervisor.

• When required, provide support to Sales Managers/ Reps by providing information about sales forecasts, sales orders, order acknowledgements, deliveries (outbound logistics) and / or customer returns.

   

  Back up responsibilities

  Supervisor Order Desk Representatives replace Order Desk Manager during absence.

  Order Desk Representatives back up other order desk representatives during absence. As defined in back up schedule.

   

  Authorization:

  Entry of Customer Purchase orders into the ERP system. Give instructions, based upon sales orders and Standard delivery terms, to third party logistics providers for product shipments to customers.

  Authorize RGAs up to Sales order representative authorization value.

   

  Internal contacts:

• All employees of the Operations department

• Sales managers/Reps/ Sales support

• Accounting

• Finance

• Product Management/Project management

• IT

• Call Center

   

  External contacts:

• Third party logistics providers (warehouse, factories, suppliers, forwarders).

• Distributors

• Customers

   

   

  Required education and experience

  • MBO logistics/commercial
  • Some working experience in logistic environment

   

  Required expertise and skills:

  • Analytical skills / Communicating skills
  • Service providing and flexible attitude
  • Stress resistance
  • Fluent in English and other relevant languages, verbally and in writing
  • Knowledge of Logistics
  • Knowledge of software packages: ERP system, MS Office, specific logistic software
  • Team player / Pro-active

   

   

  The job description covers the majority of the tasks and responsibilities of the role. Changes in ao. the business and work environment can make it necessary that the contents needs to be amended.