Executive - Customer Order Service

Position Description

• Ability to place orders in SAP system

• Strong problem-solving skills and ability to follow-up on issues. Review all customer

purchase orders for DO, CR, Service upgrades and accessories

• Interacts directly with worldwide country contacts, Supply chain & Logistics, Master

Data, Credit Dept, Warehouse operations, and Carestream transportation area to ensure

all order/shipment requirements are properly communicated and adhered to.

Duties & Responsibilities:

• Processing and monitoring in SAP the orders placed by the customers via e-Mail, shop

Carestream, C4C portals, ensuring the data is correct, in order to achieve a high

satisfaction level.

• Offering customers/stake holders/country and functional representatives support, being

the focal point for any order related customer inquiries via telephone and e-mail.

• Ensure KPIs are met whilst delivering continuous improvements in customer satisfaction.

• Acts as one contact to the Customers/ stakeholders/ country and functional

representatives, communicating all relevant information and ensuring customer

satisfaction.

• Coordinating the return process of CSH Products (Media and Equipment).

• Carry out the timely and accurate invoicing of Sales Orders within the terms of customer

contract and support revenue activities through the provision of timely and accurate

data.

• Monitors the blocked Sales orders on a daily basis.

• Constantly runs reports (according to the agreed procedures) and identifies solutions.

• Constant involvement in the process improvement.

• Ensures that Carestream policies, legal regulations and audit requirements are met and

maintained.

• Provides Audit and Quality team/ experts the required documentation, making sure that

changes to the order, confirmations and approvals are properly archived

• Applies the approval matrix, and error codes correctly.

• Performs Transaction Monitoring and Quality checks for the countries in his/ her

responsibility.

• Participate as and when required in all process related calls/ meetings organized by

stake holders/ functional leaders in order to stabilize the process or to implement new

process changes

• Preparing Export documentation for drop and Direct shipments.

• Manage Letter of Credit Transactions

• Create Financial Documents in SAP (Deferrals, Adjustments)

• Collect relevant documents from Logistics (POD) & customer’s (Acceptance email) to

trigger Invoicing process

• Handle Customer/ Stakeholder complaints

• Participation in specific projects (as and when need arises) & actively involving in UAT

testing for results.

Skills & Experience:

• Strong customer focus

• Good attention to detail

• Adequate knowledge in SAP transactions & implications

• Ability to multi-task and prioritize activities

• Strong inter-personal skills and a good team player

• Proactiveness

• Strong Verbal and Written communication

• Self confidence and independence in taking decisions

• Punctuality