Order Desk Officer is responsible for order entries/inquiries for Sandvik from customers and provides information and price quotations.
Process orders and returns and coordinate activities with other departments through order completion. They require social and communications skills, and they must be detail oriented.
Source and Quote Sandvik goods from internal/external warehouses or suppliers for Customers by Preparing Customer Quotation and Receiving customer orders daily through electronic ordering system.
Verify order information is correct on each order when received and that all merchandise purchased is in stock and priced correctly.
Enter customer orders in current operating system while monitoring order quantities and price versus system prices at the time of loading orders- Contact customer directly on each order when received if there is an issue with the order, such as merchandise pricing difference, shipping delays or other concerns
Clear all issues in the delivery note by processing them into actual sales within the shortest period.
Conduct customer visits with core objectives of verifying customer information on each order when received against company database to confirm all contact information is correct, update database where necessary
Liase with the Finance Department i.e. Credit Control Section to establish new accounts; assists customer in preparing and processing credit/financing arrangements paperwork.
Handle customer complaints concerning proof of delivery/various queries and feedback- Contact customer directly on each order when received if there are questions regarding customer information or discrepancies between customer information on the order and the company database.
Reporting – Run relevant reports daily/weekly and as required by management or business requirements i.e., GIT (Goods in Transit) Report –align GIT report with Customer Orders by engaging with stakeholders responsible for the actual GIT process (Inbound Freight & Warehouse).
Reconcile Back Order Reports against Customers outstanding orders report- Notify customer when order is received and shipped using the customer’s preferred contact method on each order received-
Generate the Back Order Report for customers with accurate due dates (Expected Arrival Dates) for outstanding items- Inform customers by mail or telephone of order information, such as unit prices, shipping dates, and any anticipated delays.
Prepare sales reports every week in order to check against all items invoiced and dispatched in that particular month- Review orders for completeness according to reporting procedures and forward incomplete orders for further processing.
Calculate and compile order-related statistics and prepare reports for management.
Expedite Customer/VMI (Vendor Managed Inventory) Orders from DI (Sandvik Global Distribution International Services).
Track Orders from all Sandvik Warehouses to get the best delivery dates link with Open Customer Orders.
Assists in handling the needs of Field Sales Representatives; works with Production to expedite or ensure timely delivery of scheduled shipments; maintains close liaison with other departments to carry order through to completion.
Expediting of logistics queries related to Order Desk using LPS (Logistics Process Support) and other business tools such as system 21 DI and Aurora as well as report manager.
Identify professional career goals and development needs and suggest training and development opportunities that will help achieve these goals
Complete all work required from training attended within the period under review
Participate and support territory/global initiatives or projects as needed.
Any other duties that may be assigned by immediate Supervisor/HOD.
Your Profile
Degree/Diploma in Logistics/Supply Chain/Procurement
2-4 years’ experience in a Customer Service Role.
Relevant Experience in the Mining Industry is an added advantage
Knowledge and experience with ERP systems (i.e., SAP, Aurora)
Experience handling customer queries and complaints