Customer Service Executive - Order Management

Overall purpose of the responsibilities:

• Develop close and confident relationship with Customers to satisfy their needs. Manage communication and relation with the Customer.

• Take total ownership on Customers’ Purchase Orders (PO) from their date of receipt to their delivery and invoicing.

• Co-ordinate the order treatment with appropriate Account Managers, Technical Consultants, Sales Operations, Order Administrators, Planning department and Logistics.

• Share customer knowledge to all relevant internal stakeholders

• Is responsible for Customers’ satisfaction and Service Excellence in terms of order treatment & follow-up from Customers’ point of view.

Tasks

• Act as main interface with Customers, Account Managers and Technical Consultants during customer’s purchase order treatment.

• Is responsible for order management once PO is in.

• Validate customers’ Purchase Orders, according to “Thales DIS Customer’s Purchase Order Review”

• Ensure customers’ Purchase Orders are registered in Thales DIS order entry systems to allow treatment by Planning dept.

• Plan the Sales Orders shipment date with the Manufacturing site as per Customer’s requested delivery date.

• Acknowledge Customer’s Purchase Order within 48 hours from its date of receipt.

• Coordinate Customers’ executables for Sales Order production (artwork validation, specific payment conditions, input files, etc.)

• Relay information around orders to/from Customers versus internal teams.

• Follow up the Sales Orders until their shipment and invoicing, in a proactive mode.

• In charge of Customers’ complaints registration and follow up.

• Contribute to the short-term billing forecast exercise in volume and to its achievements.

• Responsible for backlog report accuracy through ERP data update when relevant

• Contribute to inventory optimization based on inputs from the Supply Chain and through the selection of proper subitem at order booking level.

• Ensure that Customers’ Purchase Orders are entered accurately and timely matter.

• Provide the agreed reports to Customers.

• Attend some Customers’ meetings, assist Customers when visiting Thales DIS facilities.

Knowledge

• International sales administration and logistics (Letter of Credit, Payment Terms, Customs Rules…)

• System Tools: IT Literate (Microsoft Pack Office, …)

• ERP knowledge is a plus

Skills

• Customer oriented and availability

• Good organization skills

• Rigorous

• Self-initiatives

• Able to perform effectively under pressure

• Team player

• Good at interpersonal-& intercultural communication

• English (oral and written) and another language, according to the covered area

Education

• College Education and above