Customer Service Coordinator

at  LandisGyr

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid and helped to avoid around 9 million tons of CO2 in FY 2023. With sales of USD 2.0 billion in FY 2023, Landis+Gyr employs around 6,900 talented people across five continents.
For more than a century, we’ve been pioneers in energy innovation, and we continue to lead the way toward a more sustainable and efficient energy landscape.
Join us at Landis+Gyr, where we manage energy better!
Customer Service and Sales Order Administration focuses on optimizing and monitoring processes related to customer order processing, shipping, and returns including: Processing complex orders from customers and resolving order/delivery issues; Tracking and ensuring that systems are updated with the latest information on product shortages, expected delivery dates, price changes, etc. Acting as liaison between customers, production and distribution departments Analysing and summarizing reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc. An Experienced Professional applies practical knowledge of job area typically obtained through advanced education and work experience. Responsibilities typically require independent work with general supervision when dealing with customer problems which are difficult and may at times be rather complex.
Deliver Landis+Gyr products and services to ensure maximum customer satisfaction with both the commercial and operational levels. Under limited supervision, works with both clients and other departments within the organisation to ensure that client orders are processed correctly and on-time. Will work with shipping verification, pricing verification and maintain customer contact. May input customer feedback into a database and follow up on common issues. Will guarantee invoice verification as well as generating and distributing customer reports. Responds to customer inquiries via internal or agreed communication channels or e-mail to provide problem resolution in accordance with the Organisation’s service standards and with various departments. Responsible for the day-to-day operations within a team of representatives that use a computerized system to gather information and confirm sales prompted by incoming requests or calls. Plans, directs, supervises, and evaluates workflow. Streamline processes and leverage technology to improve efficiency. Responsible for the day-to-day application of organisational policies and procedures.
Build and maintain strong relationships with customers through regular, proactive communication on Order & Contract management. Aims to provide exceptional service to ensure customers are satisfied. This includes resolving issues promptly and effectively, including going the extra mile to meet customer needs in alignment with the priorities set within the respective sales function.

Customer Interaction

• Respond to customer inquiries via phone, email, or in person
• Resolve customer complaints in a timely and professional manner Customer Order Processing
• Process and validates orders to agreed quotation/frame agreement
• Ensure accurate and timely order fulfilment
• Communicate order status and any issues to customers
• Manage invoicing and support cash collection
• Apply for new part numbers, tariffs, label drawings etc as required
• Obtain regular updated schedules from customers in relation to call-off agreements
• Expedite product from supply factory to meet customer requirements, in particular on-time delivery
• Independent management of all issues in relation to supply of finished product, escalating to the Account Manager if necessary