# he/she works for the satisfaction and care of customer services, especially following the entire order & claim management life cycle, at all stages including the credit collection.
# he/she operates in compliance with the customer service, order management, post-sales, customer relationship management and credit recovery business processes, respecting the ａｄｄresses provided by natuzzi corporate.
main responsibilities:
1follows customer service policies and standards to which it applies to both order management and post-sales activities;
2applies management, technical, and operational processes, throughout the entire order life cycle (from acquisition to product ｄｅｌivery to customer), as well as the entire life cycle of any claims (from acquisition to resolution), as well as aspects related to the collection of credits, with the objective of implementing lean optics improvement actions for process optimization and cost reductions.
3respect the service level agreements (slas) that the organization provide, with respect to brand’s branded corporate goals;
4ensures an adequate flow of information to customers and other business functions regarding the handling of order and claims, resolution of issues related to commercial information, progress of orders, credit ｄｅｌiveries and after-sales service (spare parts , repairs ...)
5cultivates and manages relationships with customers through customer relationship systems and, starting from feedback from the market, promotes other solutions to the customer’s business functions or solutions.
6he/she is great in solving problems that may arise in the customer’s operational management
7providing reports with the most common issues for prompt feedback.
main activities:
1keeps contacts with the customer (via email, fax, telephone) and analyzes their needs with respect to the contract,
2negotiating business disputes (up to the conclusion),
3ｍａｓｔｅｒ data management (sap, crm, nares system, etc.),
4order life cycle management (and variations):
-analysis and control of order books and removal of commercial blocks
-communication order confirmation,
-order management and monitoring throughout the production cycle (customer order, stocks, stocks, ds / pop, etc.)
5claims life cycle management:
-receiving, analyzing and system integration,
-resolution management (sending spare parts, on-site repair, resale, disｃｏｕｎｔ, etc.)
-cost demand analysis
-order management spare parts, spare parts for resale
-total replacement management
6promotional campaign management support
7monitoring and sample authorization (quantity, typology)
8lead-time criticality / elongation analysis and customer communication
9system ｉｎｓｅｒｔ / upgrade of credit letter, advance payments
10managed merchandise lost, returned goods, credit note / debit note
11analysis of open item
12repair service management
13disposal management
14credit note / debit note emission management
15audit by customers, warehouses, etc.
16reporting claims, market communication, etc.
17identify backlog and customers that need to be called under their sales conditions and promptly contact the affected customers for their expiration.
18follow-up on payment commitments.
19handle documentation requests and conduct inquiries from requests.
20inform sales dept. about significant changes in the acｃｏｕｎｔ statement in a timely and professional manner.
qualification & skills
1proficient japanese and english speaker both written and oral;
2excellent knowledge of ms office and sap;
3problem solving, analytical and decision-making skills