Customer Experience Partner

Role Overview

The Customer Experience Partner plays a vital role in overseeing the complete order management lifecycle, from receiving orders to coordinating delivery. Acting as the central liaison, this position bridges communication between customers, sales teams, planning, procurement, production, logistics, and manufacturing facilities to guarantee precise order handling, timely updates, and high-quality customer service.

Primary Responsibilities

• Validate customer orders by cross-checking customer master data, credit status and limits, pricing agreements, discounts, tax rules, and delivery terms.
• Identify discrepancies in orders and resolve them collaboratively with Sales and customers.
• Place orders on hold when essential information is inaccurate or missing, and communicate corrective steps to Sales and customers.
• Establish and maintain customer-specific order documentation on shared drives in alignment with contracts and company standards.
• Accurately create and manage Sales Orders in SAP, ensuring correct customer details, material codes, quantities, pricing, currencies, delivery plants, shipping points, requested dates, and purchase order references.
• Generate internal purchase orders for items outside SAP and for third-party suppliers.
• Monitor system availability and credit checks, validating and releasing Sales Orders for further processing.
• Prepare Sales Order Acknowledgements and maintain updated order documentation including delivery schedules from manufacturing plants.
• Communicate order status and updates proactively to customers and internal stakeholders.
• Handle customer requests involving order changes such as amendments, quantity adjustments, delivery revisions, and cancellations.
• Collaborate with Planning teams to review material availability within SAP B1 and confirm delivery dates.
• Initiate procurement or production inquiries when materials are unavailable, coordinating closely with factories, procurement, and production sites to update delivery commitments in SAP B1.
• Work in partnership with Sales, Planning, Production, Procurement, Logistics, and Finance to facilitate seamless order fulfillment.
• Contribute to continuous improvement projects targeting enhanced customer satisfaction and operational efficiency.
• Ensure adherence to company policies, commercial contracts, and customer expectations throughout all processes.

Required Qualifications and Experience

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Commerce, or related disciplines.
• Between 2 and 5 years’ experience in Customer Service, Order Management, Sales Support, Supply Chain, or related roles.
• Proficient usage of SAP or equivalent ERP platforms is strongly preferred.
• Experience in manufacturing, industrial, or distribution sectors is advantageous.

Skills and Competencies

• Strong customer service focus with excellent communication and interpersonal abilities.
• Detail-oriented mindset emphasizing accuracy of data and documentation.
• Adept at managing multiple orders and priorities concurrently.
• Effective problem-solving and analytical capabilities.
• Proficient in Microsoft Excel and other common Office applications.
• Capable of working collaboratively in cross-functional teams.
• Strong organizational skills for managing documentation and workflows.

Join Our Team

Become part of our organization to contribute towards delivering outstanding customer experiences through streamlined order management and exemplary operational practices.