Address
Form of work
Salary* Provide pre-sales, post-sales, and order inquiry support to retailers and internal staff
via email and phone.
* Process incoming orders into SAP, including manual retailer orders, online orders,
and business-to-business orders.
* Manage order issues by status, such as backorders and cancellations, ensuring timely
resolution.
* Respond to retailer requests for reports promptly and accurately.
* Communicate proactively with external and internal stakeholders regarding order
management issues.
* Provide support and backup to the Sales Support team as required.
* Ensure adherence to KPIs for phone call abandonment rate, email response times,
order processing, and issue resolution.
* Manage departmental filing and ensure compliance with audit sample requirements.
* Coordinate with internal departments to prevent order delays and manage stock
allocation.
Duties & Respsonsibilities:
* Provide pre-sales, post-sales, and order inquiry support to retailers and internal staff
via email and phone.
* Process incoming orders into SAP, including manual retailer orders, online orders,
and business-to-business orders.
* Manage order issues by status, such as backorders and cancellations, ensuring timely
resolution.
* Respond to retailer requests for reports promptly and accurately.
* Communicate proactively with external and internal stakeholders regarding order
management issues.
* Provide support and backup to the Sales Support team as required.
* Ensure adherence to KPIs for phone call abandonment rate, email response times,
order processing, and issue resolution.
* Manage departmental filing and ensure compliance with audit sample requirements.
* Coordinate with internal departments to prevent order delays and manage stock
allocation.
* Investigate and resolve retailer claims and ensure timely delivery of orders, acting as a
point of contact for the Field Sales Team.
Essential requirements:
* Previous call center and customer service experience, handling 20-40 calls per day
and processing 50-100 orders per day.
* Intermediate proficiency with Microsoft Office suite and essential SAP experience.
* Strong multitasking ability and high attention to detail, with accurate data entry skills.
* Excellent verbal and written communication skills, with the ability to communicate
with individuals at all levels.
* Ability to work autonomously, prioritize workload, and accept new challenges and
responsibilities
