Customer Service Executive (Order Management)

Purpose of the Role:

• Develop close and confident relationship with Customers to satisfy their needs. Manage communication and relation with the Customer.
• Take total ownership on Customers’ Purchase Orders (PO) from their date of receipt to their delivery and invoicing.
• Co-ordinate the order treatment with appropriate Account Managers, Technical Consultants, Sales Operations, Order Administrators, Planning department and Logistics.
• Share customer knowledge to all relevant internal stakeholders
• Is responsible for Customers’ satisfaction and Service Excellence in terms of order treatment & follow-up from Customers’ point of view.

Main Responsibilities:

• Act as main interface with Customers, Account Managers and
• Validate customers’ Purchase Orders, according to “Thales DIS Customer’s Purchase Order Review”.
• Ensure customers’ Purchase Orders are registered in Thales DIS order entry systems to allow treatment by Planning dept.
• Plan the Sales Orders shipment date with the Manufacturing site as per Customer’s requested delivery date
• Acknowledge Customer’s Purchase Order within 48 hours from its date of receipt
• Coordinate Customers’executables for Sales Order production (artwork validation, specific payment conditions, input files…)
• Relay information around orders to/from Customers versus internal teams.
• Follow up the Sales Orders until their shipment and invoicing, in a proactive mode
• Is in charge of Customers’ complaints registration and follow up
• contribute to the short-term billing forecast exercise in volume and to its achievements
• Is responsible for backlog report accuracy through ERP data update when relevant
• Contribute to inventory optimization based on inputs from the Supply Chain and through the selection of proper supitem at order booking level.
• ensure that Customers’ Purchase Orders are entered accurately and timely matter
• Provide the agreed reports to Customers
• Attend some Customers’ meetings, assist Customers when visiting Thales DIS facilities.
• Launch Risk Order procedure when necessary.
• Inform Sales Operations on the receipt of non-forecasted Customers’ PO
• Ensure recording Customer’s file as per Thales DIS Customer Order File Checklist.

Knowledge and Skills:

• International sales administration and logistics (Letter of Credit, Payment Terms, Customs Rules…)
• System Tools : IT Literate (Microsoft Pack Office, …)
• ERP knowledge is a plus
• Customer oriented and availability
• Good organization skills
• Rigour
• Self-initiatives
• Stress resistant
• Team player
• Good at interpersonal-& intercultural communication
• English (oral and written) and another language, according to the covered area

Internal/external interface

• Planning dept., Order Administrators, Studio, Sales Operations, , Account Manager, other Customer Service representatives/Managers, Logistics, Credit Management, Finance, Technical Consultants …
• Customers, external control companies (Veritas,…), Chamber of Commerce…. when applicable