We are a technology company that aims to help people return home safely from their worksites by building smart safety systems. We have a hyper focused safety culture that puts our customers and our employee safety first. As a company, we aim for stable and sustained business growth and this strategy has supported our growth. We hire carefully to ensure our growth strategy as well as culture fit and value each hire tremendously. We hugely value learning and continuous improvement and believe strongly in furthering the careers of all our employees. We recognize that our careers can take us in different directions, and we value retention by recognizing and even encouraging this diverse career growth. Being a global organization, we are well positioned to have varied opportunities within the organization to support growth in different directions. Our compensation and benefits packages are competitive.
MSA is an organization that respects boundaries, encourages people to unplug and recharge, and prioritizes the well-being of everyone on the team, all while sustaining reasonable growth and remaining committed to our meaningful mission.
Handling Presales Process / Process all types of customer orders:
- Handling incoming calls, inquiries, requests
- Develop integrated product solution referring to customer specific requests
- Create quotations
- Advice Customers regarding order delivery status, products, marketing materials etc.
- Solution for product requests (integral)
- Entering transactions and processes
- Handling outbound calls to customers to clarify order requirements when necessary
- Quotation tracking
- Contract review (to understand any specific terms and conditions agreed with a customer)
- Preparing the tender/project documentation
- Answering order related questions
- Gate Keepers
Handle order management process:
- Providing Customers with the information regarding delivery times
- Order Acknowledgment
- Support the pricing process, where required
- Responsibility for accuracy of customer master data (ship to, bill to, name etc.)
- Order status
- Preparation for invoice readiness
- Efficient and effective resolution of customer issues or inquiries.
- Process credit/re-bills requests, resolve mis-shipments and provide proof of deliveries
- Coordination of the ordering and delivery processes
- service orders coordination
Handling After-Sales Activities:
- Handling returns and credit notes
- Handling customer complaints (including warranty claims)
- Accounts receivables – overdue invoices – contact customers to check what needs to be done
- Communication internally to Front End Logistic, Finance, Customer Support or other functional areas to clarify all doubts regarding the offer/project/product
- Quality Field Actions communication and coordination with affected customers
Support for sales:
- Understand customer data (sales volume, frequency of purchase, ….) to predict the trends and customer needs in order to approach them actively (directly or through Sales Representatives)
- Act as a professional and pro-active contact person for Customers
- Maintain good business relations with Customers
- Quotations follow up
- Communication with Channel Partners, sending important information about promotions, issues, quality actions
Other Customer Service tasks:
- Miscellaneous (e.g. supporting audits, inventory)
- Participation in projects
- 3 years in a similar job responsible for handling customer requirements post/pre order.
- SAP or other ERP experience.
- Purchasing and order placement along with general supplier handling experience
- Experience in handling customers/suppliers and solving problems
- Excellent communication skills – both verbal and written
- Detailed orientated with analytical skills
- Excel and Microsoft tools experience
- Fluent in English
- Fluent in German
