Emploi & Formation

Thales - Customer Service Job Offer

Le 26/10/2021

Customer Service

Job Description

[Overall purpose of job]

To assist the Country Sales Manager in the Order Taking & Administration Process and follow through up-to order shipment/Invoice to customer. Daily activities are such as : Manage Order Backlog, Manage New Orders, Shipment Follow-Up, Quality Issue Follow-Up, Filing, Invoice, Credit/Debit Follow-Up and Reporting.

[Tasks/Activities]

Take Ownership for customer satisfaction and strive for excellence by satisfying the needs and exceeding the expectations of our customers.
Take complete responsibility for a customer request/order once allocated. Own the request until completion even though there may be a need to involve others to action it.
Process customer’s orders and sample request. Launch and co-ordinates Thales approval procedures (Printing, Coding, Perso) directly with the concerned departments.
Assist and work with customer on artwork approval process through to OK BAT.
Determine product availability with factory Order Management and communicate to customers.
Ensure that all order taking processes adhere to the established contract summaries or Thales standard terms and conditions including pricing, discounts, approved deviations, payment and shipping method.
Ensure that all processed orders are acknowledged with Thales’s general terms of Sale, unless there is a signed supply or distributor contract in place.
Liaise with Logistics department for any special shipping requests from customers. Organise the shipment of all orders processed including any associated documentation requirements. Send invoices and shipping advice to the customer.
Ensure that all complaints are logged into the tracking database in a timely manner and proactively follow-up with Quality Department for the necessary actions.
Process and manage all return shipments.
Responsible for initiating credit/debit requests in a timely fashion. Follow up with Credit for on-time order release and ensure that adequate credit facilities are in place to permit required shipments.
Follow up with customers for Letter of Credit, ensure that it is in accordance to Thales’s standard LOC conditions.
Assist in provision of management report/s to the Country Sales Manager/CS Mgr.
Record Management – responsible to keep all files and customer records current.
Act as an interface in support of customer concerns and issues with various sales and support groups
Maintain 100% communication, meeting up whenever necessary and follow-up of all requests from our customers using courtesy and diplomacy.
(In-region CS) Maintain office administration, assist Sales in forecast, customer meetings and other Sales related activities. Generate end customer invoices