CUSTOMER SUPPORT MANAGER (Ports & Maritime) - AMERICAS
Job n. PowerPlay044
Cavotec is a leading cleantech company that designs and delivers connection and electrification solutions to enable the decarbonization of ports and industrial applications. Backed by more than 40 years of experience, our systems ensure safe, efficient and sustainable operations for a wide variety of customers and applications worldwide.
SUMMARY
The Customer Support Manager is accountable for all order entry and order status tracking for the region. She/he manages the internal order process and interacts with the regional sales team and the center of excellence to ensure accurate and speedy flow of information to accelerate the order-to-delivery process.
Main tasks & key responsibilities
- Processes all orders (new and change orders) in the ERP system and ensures accuracy of ERP data
- Consolidate order book for the region to ensure proper synchronization with CoE
- Proactively manage timely deliveries through collaboration with the CoE
- Escalate potential customer impact when orders might face issue to receive priority guidance from RSD
- Issue the Order Confirmation and becomes key contact during delivery process
- Go-to person for the latest order status
- Ensures every order is associated to the right salesperson
- Is an ERP super-user
- Reports order book variations (changes, missing dates, cancellations…)
Key internal and external interfaces
- Area Sales Managers
- Inside Sales
- Sales Support Managers
- Centers of Excellence
- Regional Sales Director
- Regional Product Managers
Hard skills
- Order processing and administration
- ERP software skills
- Invoicing and shipment tracking through internal and external stakeholders
Soft skills
- Resourcefulness
- Detail orientation
- Structure
- Interpersonal skills
- Proactivity
- Willingness to learn
Qualifications
- Previous order management and order administration experience
- Bachelor degree – not required but recommended
- High energy, teamwork, and passion for driving sales
- Proficient with ERP systems (Navision preferred but not required)
- Proficient with Microsoft Word, Excel and PowerPoint
- Fluency in English
Key performance indicators
- Order confirmation time
- Accuracy of the order book
- On Time delivery
- Revenue commitments by month