Order Support with English

Introduction

SwiconGroup is one of the leading members of the IT arena for almost a decade, since 2017 present also in Romania. Our wide range of services and highly trained professionals give us the opportunity to shape our solutions to fully meet the ideas and wishes of our clients. We are proud to have leading banks, insurance and telecommunication companies, as well as large FMCG corporations and SSCs amongst our highly prestigious partners.

Tasks

Manages customer/partner backlog to ensure that appropriate actions are taken to deliver orders within agreed SLA and according to business need
Provide backlog analysis and summary report to customer and account team if and when required, in due time and with accurate information, as per the received requests.
Manages all claims, exceptions and special requests in the area of Customer Operations, in due time and in alignment with agreed procedures/policies, as per the received requests.
Coordinates customer’s change requests in due time and in alignment with agreed procedures/policies, as per the received requests, ensuring the accuracy of the task.
Responsible for supply chain processes, such as inventory analysis, order fulfillment, import/export operations and shipping, for a regional or global business unit.
Produces reports using IT systems and analyzes data to develop trends for supply and demand activities; articulates findings to management.
Reviews performance metrics on a regular basis, identifying opportunities for improvement.
May provide training or general direction for junior staff members
Ensures all orders are invoiced and closed in the systems, if not the case takes action to trigger the necessary invoice or provide the business justification to leave the billing open
CSR/ Operations Specialist is the first & unique point of contact of the customer for all questions, information & requests regarding the orders in process & the claims – he/she drives the customer engagement (reactive and proactive) by timely and accurate feedback given to the customer and internal stakeholders on order status and actions taken to optimize the backlog in order to deliver the goods/services with agreed SLAs. (Only B2B communication)
Provides consultancy and guidance to customer on order management cycle (90 % email) and ensures customer is aware of the order acceptance policy

Expectations

First-level university degree
Mastery in English
Typically, 2-3 years of related experience (e.g., order support, supply chain function)
Advanced communication skills with the ability to convey medium impact messages clearly (verbal, written and presentation) to internal and external peers and management
Good command of PC and Microsoft Office Suite
Mentality adapted to Customer Services
Conflict resolution abilities
Problem-solving and analytical skills
Pro-activeness, receptivity
Excellent teamwork skills
Good organizational skills, structured approach
Quality oriented mindset with meeting tight deadlines

Employer's offer

Salary: 5000 RON NET
Hybrid work (6-8 days/month at the office)
24 vacation days
Medical Subscription for Medicover
Meal tickets
Excellent learning opportunities! Variety in your work and a fantastic, informal work atmosphere
A challenging environment that will stimulate you to grow as a professional!
A great foundation for your career!
Grow with us! Your role will develop over time, so you can increase your experience and responsibilities. So, you can advance faster and further in your future career
A friendly and welcoming work environment with an international working atmosphere where you can practice and learn new language skills with a diverse mix of colleagues and clients