Customer Service Officer

1/ Order management

• Order entry, order confirmation
• Follow up on order confirmations (goal all confirmations in place within 24h)
• Communication with customers and operations on order confirmations
• Communication internally to get an understanding of background to changes in orders
• Communication with customers on changes to orders (“early warning”)
• Support to customers with sample orders

2/ Vendor Managed Inventory (VMI) management

• Close coordination with customer around management and alignment of max and min levels.
• Close monitoring of VMI consumptions and changes in customer forecasts. Close dialogue with operations around outlook and changes.
• Very good experience in working with customer order management tools.
• Management of aged products according to customer contracts.

3/ Documentation/Administration

• Archiving orders and other relevant documentation
• Understanding of business processes/quality systems – ensuring that we work in alignment with our processes.
• Creating monthly sales reports per customer to be distributed to customer purchasing and sourcing.
• Alignment on customer forecasts with customers; Key Account Managers (KAMs) and planning.
• Alignment on upcoming product launches and corresponding ramp volume requirements with KAMs, project managers and customers.

4/ Travel

• Visit Sonion Key Accounts (KAs) ~once per year to align on current setup and possible improvements
• Visit Sonion Key Accounts (KAs) for training purposes on their systems

1/ Education: College/ University degree with relevant related major.

2/ Knowledge: 

• Very good understanding of the supply chain process from order to customer delivery, including setup with carriers and customs.
• Capable to support internal operations and customers in terms of prioritizations and finding pragmatic solutions.
• A good understanding on supply chain process on customer side.
• Very good understanding of VMI setup and management of VMI levels/customer interaction.
• Capability to take on discussion with customers where select VMI or other inventory should be transferred to the customer as a result of aging or ramp downs.
• Capability to analyze and review customer forecasts (Analytical). Reality checks based on history and understanding of upcoming product releases.

3/ Computer:

• Expertise in working with ERP systems (order management module)
• Very good knowledge of running and compiling reports. Good knowledge in Excel. 

4/ English: Excellent spoken and written 

5/ Experience: At least 1 year working experience in supply chain environment (experiences in Customer Service, Production Planning and Purchasing are big advantage)

6/ Other:

• Excellent interpersonal skills and customer orientation.
• Establishing a peer to peer relation with purchasing on customer side.
• Very good knowledge of business processes/quality systems and understanding of the importance to work within these systems.