Customer Operations Specialist at Epson

Your mission:

• The Customer Operation Specialist is responsible for delivering exceptional support to customers across the META - CWA Region. This role plays a vital part in ensuring customer satisfaction by effectively managing the Order to Cash process.

What you will do:

• Support the business with managing the 'Order to Cash' transaction cycle for customer accounts, ensuring transactions are accurately and promptly processed.
• Collaborate with commercial and supply chain departments to validate and process transactions accurately and efficiently.
• Handle local document requirements, including certification, export documents, and letters of credit to ensure compliance.
• Optimize revenue and enhance customer satisfaction by coordinating the daily sales order allocation process and monitoring delivery availability.
• Track Order progress against established customer targets and provide regular updates to the Sales team in the META - CWA region.
• Work closely with credit control to manage sales and collections effectively.
• Ensure all processes adhere to relevant policies and procedures, including J-Sox, ISO, and internal work instructions.
• Monitor and ensure timely delivery of all open orders from the warehouse within defined SLAs for outbound shipments.
• Report discrepancies related to outbound delivery SLAs to the Logistics team for further review and improvement.
• Collaborate with EME- Planning and Logistics teams, as well as third-party logistics providers, to drive continuous process improvement.
• Implement Standard Operating Procedures, including dispatch SLAs, with customers.
• Cultivate relationships with customers and Freight Forwarders to facilitate the movement of shipments effectively.

What we ask for:

• Bachelor’s degree in business, Supply Chain Management, or a related field.
• Proven experience in customer operations or a similar role, preferably with exposure to regions such as META - CWA.
• In-depth knowledge of 'Order to Cash' processes, and supply chain operations.
• Familiarity with local document requirements, certification, export documents, and letters of credit in relevant regions.
• Strong analytical and problem-solving skills to efficiently resolve customer issues and ensure accurate transaction processing.
• Proficiency in utilizing ERP systems for order processing and tracking, such as SAP, Oracle, or similar platforms. 
• Excellent communication skills in both written and verbal formats.
• Demonstrated ability to work collaboratively with cross-functional teams, including sales, supply chain, and credit control.
• Strong organizational skills to manage multiple tasks and meet deadlines.