-Acts as primary customer interface for important external customers, distributors, potential customers and other roles internal to the business -Actively monitors open orders and lead-time developments to ensure that deliveries arrive at the customer on time and interacts with customer for notification of late orders due to product availability, transportation issues or other incidents -Develops and maintains in-depth knowledge of assigned customers: knowledge of roles and responsibilities at the customer and knowledge of internal relationships/decision makers, understanding the business model -Filters out important market and customer information and distributes this in the organization using CRM system (Salesforce.com) -Interacts with broader network of internal Axalta Partners to ensure that the customers’ requirements are understood, and commitments are met -Receives and processes all types of customer orders including complex orders, processes internal requests related to customer inquiries (laboratory work requests, brochures or sample sending etc.) -Responsible for inquiry & order handling process from beginning to end, including offer management, price calculations as well as returns handling. -Understands cash collection process e.g. credit hold next steps/actions. On request, resolves open credit issues with customers and issues invoice adjustments and other debits/credits -Processes customer service and product complaints and returns according to Complaint Management process and return policies. Can identify need for extra information to enable a thorough complaint analysis – in collaboration with other involved departments -Follows desk procedures/policies in compliance with SOX, ISO, and other requirements. Executes where defined controls or maintains documents needed for evidence -Supports Sales by providing detailed input/reports on sales volumes by account
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-Acts as primary customer interface for important external customers, distributors, potential customers and other roles internal to the business -Actively monitors open orders and lead-time developments to ensure that deliveries arrive at the customer on time and interacts with customer for notification of late orders due to product availability, transportation issues or other incidents -Develops and maintains in-depth knowledge of assigned customers: knowledge of roles and responsibilities at the customer and knowledge of internal relationships/decision makers, understanding the business model -Filters out important market and customer information and distributes this in the organization using CRM system (Salesforce.com) -Interacts with broader network of internal Axalta Partners to ensure that the customers’ requirements are understood, and commitments are met -Receives and processes all types of customer orders including complex orders, processes internal requests related to customer inquiries (laboratory work requests, brochures or sample sending etc.) -Responsible for inquiry & order handling process from beginning to end, including offer management, price calculations as well as returns handling. -Understands cash collection process e.g. credit hold next steps/actions. On request, resolves open credit issues with customers and issues invoice adjustments and other debits/credits -Processes customer service and product complaints and returns according to Complaint Management process and return policies. Can identify need for extra information to enable a thorough complaint analysis – in collaboration with other involved departments -Follows desk procedures/policies in compliance with SOX, ISO, and other requirements. Executes where defined controls or maintains documents needed for evidence -Supports Sales by providing detailed input/reports on sales volumes by account
