Customer Experience Partner

Customer Service Partner is responsible for ensuring efficient order management from order receipt through delivery coordination. The role acts as a critical link between customers, sales, planning, procurement, production, logistics, and manufacturing plants to ensure accurate order processing, timely communication, and superior customer service.Key Responsibilites Order Validation & ManagementValidate customer orders against:Customer master dataCredit status and credit limitsPricing agreements and discountsTax applicabilityDelivery terms and conditionsIdentify and resolve order discrepancies through coordination with Sales and customers.Place orders on hold when critical information is missing or incorrect and communicate required actions to Sales and customers.Create and maintain customer-specific order folders and documentation within the company shared drive according to contractual agreements and company standards.Sales Order ProcessingCreate and manage Sales Orders (SO) accurately in SAP Verify and maintain:Customer detailsMaterial codes and order quantitiesPricing and currenciesDelivery plants and shipping pointsRequested delivery datesCustomer purchase order references and confirmationsCreate internal purchase orders for non-SAP items and third-party suppliers.Monitor system-generated availability and credit checks.Release validated Sales Orders for further processing.Order Acknowledgement & Customer CommunicationPrepare and issue Sales Order Acknowledgements.Maintain complete order documentation and update records with delivery schedules received from manufacturing sites and factories.Coordinate order-related communications with internal stakeholders.Manage customer requests for order amendments, quantity changes, delivery schedule revisions, and cancellations.Ensure customers receive prompt and professional updates regarding order status.Material Availability CoordinationWork closely with Planning teams to review material availability within SAP B1.Confirm delivery dates for available materials.Initiate procurement or production requests when materials are unavailable.Coordinate with factories, procurement teams, and production sites to obtain expected availability and delivery dates.Update order schedules and delivery commitments in SAP B1 accordingly.Cross-Functional CoordinationCollaborate with Sales, Planning, Production, Procurement, Logistics, and Finance teams to ensure smooth order fulfillment.Support continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.Ensure compliance with company policies, commercial agreements, and customer requirements.Qualifications & ExperienceEducationBachelor's Degree in Business Administration, Supply Chain Management, Logistics, Commerce, or a related field.Experience2-5 years of experience in Customer Service, Order Management, Sales Support, Supply Chain, or a similar role.Experience working with SAP is highly preferred.Experience supporting manufacturing, industrial, or distribution environments is an advantage.Skills & CompetenciesStrong customer service orientation.Excellent communication and interpersonal skills.Proficiency in SAP or equivalent ERP systems.Strong attention to detail and data accuracy.Ability to manage multiple orders and priorities simultaneously.Problem-solving and analytical skills.Proficiency in Microsoft Excel and Microsoft Office applications.Ability to work effectively with cross-functional teams.Strong organizational and documentation management skills.Join our team and contribute to delivering exceptional customer experiences through efficient order management and operational excellence.