Lucia Gavier

• Coordinate the order management process for international distributors and third-party customers and the replenishment process for subsidiaries.

• Review that the orders received are in compliance with internal policies and process them in a timely manner.

• Respond to customer inquiries in a quick and efficient manner to meet customer expectations.

• Provide the appropriate amount of feedback to ensure customers are fully informed.

• Prepare regular reports to customers about the status of their orders and monitor stock availability.

• Attend meetings with internal stakeholders to inform them about the status of the orders and/or ensure on time supply of the products.

• Identify and troubleshoot incidents, resolving where possible and/or report them to the line responsible or applicable teams.

• Provide instructions to the appropriate Logistics and Export Teams for the shipment coordination of the orders.

• Receive and escalate all complaints as per internal policies.

• Provide an excellent service level to our customers and stakeholders to ensure customer satisfaction

• Work collaboratively and liaise with other departments for seamless operations in the area.

• Process the requests received from customers and stakeholders correctly and in a timely manner.

• Keep customers and stakeholders informed in a professional manner ensuring accuracy

• Escalate to line responsible any complex issue for advice.

• Maintain complete, accurate and up-to-date data records

• Customer Care: o Providing post-sales support to Partners via Chat and Email and calls o Complete analysis and investigation of queries related to Orders and Agreements, with regular update to customers o Ensuring requests are solved within the agreed service level (SLA) o Analyze and respond to simple/complex queries using Knowledge Tools and Escalation channels provided o Collaborating with global support teams and third parties to help resolve cases o Deliver exceptional quality/accuracy when dealing with Partner requests o Mentoring and coaching Process Executives on the team

• Order Management: o Managing escalations and time-sensitive requests o Validating contractual information, entering and coordinating Agreements/orders o Reviewing agreements & orders to ensure all legal requirements are met, documentation is complete o Calculating correct discounts using multiple pricelists, Business Desk duties o Creating and processing revenue-impact orders and credits. o Making outbound calls as required to speed up resolution of orders/agreements o Serving as backup support to others on the team with the resolution of more complex or unusual case