Sales Administrator

Experience: Not Available to Not Available years

Location: Poznan, POL

Skills: ERP, logistics, customer service, supply chain, exports, cross-functional working, organizational skills, attention to detail, time management, prioritization, agility, continuous improvement mindset, collaboration, teamwork, IT tools, conflict resolution, English proficiency

Main Accountabilities
Optimal service to customers: Process sales orders in Azelis ERP. Tackle any deviation (price, SHEQ, …) with Commercial Assistants. Request credit release. Ensure proper follow up of order pipe. Track deviations and maintain dates and data. Coordinate with Procurement Specialists to ensure timely order fulfillment. Handle downstream logistics (warehouse picking, transportation). Take care of export arrangement where applicable. Rationalize cost per unit, using various leverages (bundling of multiple orders, limiting partial deliveries, avoiding express, …). Accrue logistic costs properly (transport, surcharges & demurrages, other logistics costs). Report any deviation in automatic calculation to logistics team. Handle any inquiries related to orders and order documentation from customers, forwarders, customs and warehouses. Advise Customers on any pain point which would prevent/delay deliveries on time in full. Inform Commercial Assistants as well. Ensure daily interactions to provide proper information. Propose logistic solutions in case of deviations, in cooperation with logistics/commercial teams. Handle non-conformances and raise credit notes/reinvoicing.

Conformance and contribution to sustainability
Master ERP functionalities related to own scope. Ensure compliance with all company policies and procedures. Comply with QA and SHE requirements, procedures and working instructions in order to maintain high service standards and quality of Data Management.



Provide feedback to all stakeholders to allow closing of non-conformances in CRM. Translate the Group’s Sustainability Strategy into concrete job-related actions.

Continuous process optimization and excellent teamwork
Provide regular feedback to process owners and key users to enable operational excellence, efficiency and effectiveness. Develop expertise in processes and work instructions related to own scope and support development of best practices. Contribute to continuous improvement of logistics to ensure productive cost - quality – lead time balance. Act as back-up within the Customer Experience team as required.

KPIs
Customer satisfaction and loyalty scores, positive feedback from customers and internal teams
Number of orders processed in D365 weekly
Order accuracy %
Automation and tool adoption index
Up-to-date order pipe : date-management hygiene %, comments on deviating SO
Fill rate %
DC cost per kg %
Logistics accruals vs actuals
Response, resolution time and Credit notes punctuality (vs Service Level Agreement)
Reduction in recurring customer issues

Experience & Skills
Proven experience in customer service, supply chain, exports and cross-functional working. Excellent organisational skills, attention to detail and autonomy. Time management and prioritization. Agility, continuous improvement mindset. Collaboration and teamwork. Advanced user of various IT tools & ERP systems. Understanding of customer and market dynamics and requirements. High service level standards. Strong communication skills, conflict resolution. Proficiency in English.

Education
Bachelor’s degree in Sales, Logistics, International Trade
3+ years of experience in customer service, or related roles

Reporting line
Customer Experience Supervisor
Internal and external stakeholders of the role
Internal: Commercial Team, Customer Experience & Supply Chain Team, Finance Team, SHEQ Team.
External: Customers, Logistic Providers, Warehouses, Customs.

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