What will you do?

As Customer Service Analyst with Order Management you'll be responsible for:

• Analyzing and solving medium-complexity or non-standard problems
• Performing immediate outbound and inbound calls and e-mails to customers related to order management process
• Proactively escalating problem accounts to the appropriate function to accelerate the collection of overdue accounts. Contact with customers with aged accounts based on generated collection strategy worklist
• Order handling, documentation and invoicing, managing shipping documents as well as providing solutions to operational problems related to the order delivery chain
• Handling customer orders in SAP from enquiry to delivery and invoicing including all related tasks, transactions and documentation
• Providing customer service on an agreed level to a group of assigned customers/ accounts and to develop and maintain a good relationship with them
• Manage commercial disputes (claims) related to O2B process – contact with customers
• Monitoring execution of dunning activities by company policy and timeline
• Receiving and driving timely resolution or closure of standard order management-related customer queries, complaints, and feedback through multiple source points email, phone, etc. by liaising with appropriate internal company functions e.g. O2B for invoicing issues
• Contributing within O2C organization.
• Performing processing O2B controls as prescribed in the desktop procedures.
• Updating Country Specific documentation.

Qualifications

What do we expect?

• Must have: at least 1-2 years of experience in Order To Bill, Order Management, or Customer Service (with Order Management)
• Fluent English skills both in the spoken and written form, plus minimum C1 degree of competence in Portuguese
• Strong interpersonal & communication skills and ability to maintain professional business contact
• Ability to prioritize, analytical skills, can-do attitude and ability to multi-task
• Preferably a university degree or equivalent, especially with main focus on Administration or Supply Chain Management
• Knowledge of SAP and Microsoft Office Excel