Handle and process customer orders across multiple channels (e.g., online, phone, email, Salesforce) ensuring precise data entry into the order management system
Link email communications and receipt of order in SF to capture all requirements
Check ABN to ensure the PO matches to the Customer Setup in SAP
Check pricing is correct for every line in the order
Check route and if airfreight requested ensure orders are updated and items shipped correctly
Date plan when keying orders – no stock stealing
Ensure all returns are investigated and processed as per company procedure
Clearly define reason for return
Does it comply with Danfoss policy
Do we transact the item or was it a special order
Seek approval for return or credit prior to responding to the customer
Price & Availability Enquiries
Address and manage basic pricing and availability inquiries from both internal and external customers.
Order Fulfilments: Collaborate with Fulfilment, Logistics, and shipping teams to ensure orders are fulfilled and delivered accurately and on time.
Customer (external & internal) Communication:
Serve as the main contact for customers regarding order status via phone or email
Delivery updates, and any issues
Keep the Sales Team updated
Sales Order Tracking / Monitoring:
Track and monitor the progress of orders from start to finish
Address any delays or discrepancies (ETA’s)
Keep customers updated throughout the process via open order reports
Data Management: Ensure accurate and current order records, including order history, returns, exchanges, and data integrity.
Problem Resolution: Address and resolve issues related to orders, including discrepancies, financial and product return credits, damages, and customer credit blocks.
Reporting: Create and analyse reports on order performance, customer satisfaction, and sales forecasting based on order data. Provide insights and recommendations for process improvements.
Process Improvement: Regularly assess and refine order management processes to boost efficiency, accuracy, and overall customer experience.
Team Support – support the team with enquiries and order entry when your daily allocated orders have been completed
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