Customer Service Account Administrator

Work Location :Mont-Saint-Guibert, BE

Functional Area :Customer Service

Number of Openings :1

Current Openings :[[openingsLeft]]

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Oregon Tool has an exceptional opportunity.

We are committed to excellence in our people, products, performance, and profits. We believe our team members are the foundation of our Company’s success, and we are committed to continuous improvement and learning, exceptional quality, connecting with our customer, and good relationships with our team members.

We are looking to reinforce the Customer Service Department with a temporary Customer Service Account Administrator. The department plays a key role within Oregon Tool organization, as it is the primary contact for our customers. Its mission is to provide customer service to domestic and/or international Trade Customers. Primary duties involve, but are not limited to, being an active contributor to the Sales results, facilitating the Sales Process by entering and following up on orders, answering queries, addressing issues, providing shipping/logistic information.Being the Voice of the Customer within Oregon Tool, the Customer Service Representative has a vital coordination role, interacting with may internal & external customers/departments: Sales, Marketing, Supply Planning, Accounting, Shipping, warehouse, regulatory, Inspection agencies, Forwarders etc.

Location: Mont-Saint-Guibert, Belgium

Reports to: Customer Service Manager

Primary Duties and Responsibilities:

• 
  Order to cash management
  • Enter or release Customer orders received mainly via the webshop, emails or via other communication methods (phone, EDI, fax, etc)
  • Provide timely communication and follow up to the customer on sales order status - product availability, pricing, sales promotions, shipment information, account statement - and on any other customer’s requirements (e.g. specific documents, certificates).
  • Ensure customer’s purchase order records are maintained in SAP for audit purposes.
  • Work closely with Supply Planning to validate customer’s demand while considering inventory level.
  • In case of shortage, handle back order situations with diligence.
  • Organize and coordinate shipment(s) from various locations (Oregon Tool shipping plants/third party vendors) according to the requested ship date.
  • Make sure that all order & shipment related documents are correctly issued and sent, according to customer’s requirements.
  • Ensure backup in case of absence of Customer Service Representative(s).
  • Debit/Credit management

• 
  Communication
  • Support customers with any inquiries and coordinate with internal partners as needed
  • Handle and address customer claims and escalate them according to internal processes: shipping errors, pricing, warranty, quality, transport, damage etc
  • Ensure effective and timely communication with internal and external customers
  • Integrate cross-functionally with a variety of departments to resolve issues/conflicts that arise within the Sales Process. IE: Accounting, Logistics, Planning, Product Line, Sales, Shipping and Global Compliance.

• 
  Best practices & Documentation
  • Engage in department’s strategical objectives on an annual basis
  • Support best practices sharing & processes alignment
  • Create current and future state documentation
  • Continuously seek and propose process improvements to achieve Customer Service excellence.
  • Support alignment on standards and performance metrics
  • Support timely updates and analysis to Supply Chain partners to identify scenario planning opportunities
  • Prepare various daily analysis / reports to help manage the business
  • Maintain open communication through conversation and both formal and informal documents

Education & experience:

• Bachelor degree
• 1-3 years working in a global organization is a plus

Skills/Abilities:Typical skills and abilities may include the following:

• Fluency in English, both written and verbal and a good working knowledge of French. Any other language is a plus.
• Excellent communication skills : effective listener, negotiation skills, good presenter.
• Excellent time management and organizational skills.
• Systems administration experience on an ERP system such as SAP is a distinct advantage (ideally Sales and Distribution)
• Computer literacy: MS office Suite (Word, good Excel, Powerpoint, Outlook, Teams)
• Able to work autonomously
• Customer focus
• Be a natural Team Player.
• Stress resistance and flexibility in a dynamic environment
• Detail oriented
• Analytical mindset
• Problem-solving approach
• Continuous Improvement attitude
• Committed to a premium quality service

Availability:

Available to work on site as required by job and temporarily possibility to work from home during COVID home working mandate.

We are looking to reinforce the Customer Service Department with a temporary Customer Service Account Administrator. The department plays a key role within Oregon Tool organization, as it is the primary contact for our customers. Its mission is to provide customer service to domestic and/or international Trade Customers. Primary duties involve, but are not limited to, being an active contributor to the Sales results, facilitating the Sales Process by entering and following up on orders, answering queries, addressing issues, providing shipping/logistic information.Being the Voice of the Customer within Oregon Tool, the Customer Service Representative has a vital coordination role, interacting with may internal & external customers/departments: Sales, Marketing, Supply Planning, Accounting, Shipping, warehouse, regulatory, Inspection agencies, Forwarders etc.

Location: Mont-Saint-Guibert, Belgium

Reports to: Customer Service Manager

Primary Duties and Responsibilities:

• 
  Order to cash management
  • Enter or release Customer orders received mainly via the webshop, emails or via other communication methods (phone, EDI, fax, etc)
  • Provide timely communication and follow up to the customer on sales order status - product availability, pricing, sales promotions, shipment information, account statement - and on any other customer’s requirements (e.g. specific documents, certificates).
  • Ensure customer’s purchase order records are maintained in SAP for audit purposes.
  • Work closely with Supply Planning to validate customer’s demand while considering inventory level.
  • In case of shortage, handle back order situations with diligence.
  • Organize and coordinate shipment(s) from various locations (Oregon Tool shipping plants/third party vendors) according to the requested ship date.
  • Make sure that all order & shipment related documents are correctly issued and sent, according to customer’s requirements.
  • Ensure backup in case of absence of Customer Service Representative(s).
  • Debit/Credit management

• 
  Communication
  • Support customers with any inquiries and coordinate with internal partners as needed
  • Handle and address customer claims and escalate them according to internal processes: shipping errors, pricing, warranty, quality, transport, damage etc
  • Ensure effective and timely communication with internal and external customers
  • Integrate cross-functionally with a variety of departments to resolve issues/conflicts that arise within the Sales Process. IE: Accounting, Logistics, Planning, Product Line, Sales, Shipping and Global Compliance.

• 
  Best practices & Documentation
  • Engage in department’s strategical objectives on an annual basis
  • Support best practices sharing & processes alignment
  • Create current and future state documentation
  • Continuously seek and propose process improvements to achieve Customer Service excellence.
  • Support alignment on standards and performance metrics
  • Support timely updates and analysis to Supply Chain partners to identify scenario planning opportunities
  • Prepare various daily analysis / reports to help manage the business
  • Maintain open communication through conversation and both formal and informal documents

Education & experience:

• Bachelor degree
• 1-3 years working in a global organization is a plus

Skills/Abilities:Typical skills and abilities may include the following:

• Fluency in English, both written and verbal and a good working knowledge of French. Any other language is a plus.
• Excellent communication skills : effective listener, negotiation skills, good presenter.
• Excellent time management and organizational skills.
• Systems administration experience on an ERP system such as SAP is a distinct advantage (ideally Sales and Distribution)
• Computer literacy: MS office Suite (Word, good Excel, Powerpoint, Outlook, Teams)
• Able to work autonomously
• Customer focus
• Be a natural Team Player.
• Stress resistance and flexibility in a dynamic environment
• Detail oriented
• Analytical mindset
• Problem-solving approach
• Continuous Improvement attitude
• Committed to a premium quality service

Availability:

Available to work on site as required by job and temporarily possibility to work from home during COVID home working mandate.

ABOUT OREGON TOOL:

Oregon Tool is a global manufacturer and marketer of replacement parts, equipment, and accessories for consumers and professionals operating primarily in two market segments: Forestry, Lawn, and Garden (“FLAG”); and Farm, Ranch, and Agriculture (“FRAG”). Oregon Tool also sells products in the construction markets and is the market leader in saw chain and guide bars for chain saws. We also supply original equipment manufacturers (OEM) with cutting attachments.

Oregon Tool offers products under the brand names of OREGON®, Carlton®, Woods®, KOX, SpeeCo®, ICS®, Pentruder, and Merit. For more information, visit www.oregontool.com.

Oregon Tool will only employ those who are legally authorized to work. Any offer of employment is contingent on the successful completion of a background investigation and drug screen.