SCP.CUSTOMER ORDER MANAGEMENT REPRESENTATIVE - LEVEL II

Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time. In this role, you will make an impact in the following ways: Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, processing claims through Salesforce platform, utilize Atmus EDI portal to approve orders and actively utilise 3rd party Conexiom tool to assist with order automation; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline: Act as the single-point-of-contact to Atmus' customers, delivery partners and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process. Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Atmus processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement. Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process. Maintain accurate records of all internal and external interactions in the appropriate database/system. Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation..Prepare and distribute standard and customized internal and customer reports. Understand Customer Order Management policies, procedures and metrics. Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization. Participate in/lead process improvement projects. Education/Experience High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations. College or equivalent degree preferred. This position may require licensing for compliance with export controls or sanctions regulations.