Senior Customer Care Executive

Job Description
• Following the administrative management of production orders through the ERP Systems (Mario and SAP), ensuring good level of communication between Vanessa departments
• Dealing with customer change orders and hold releasing to start the scheduling, purchasing and production process, ensuring correct information sharing between departments in the fastest and complete possible way
• Actively manage the project schedule; proactively manage risk and any potential delay; support EMR Project Manager with margin uplift in case of change orders and/or customer additional requests
• Actively manage the assigned backlog, highlighting customer needs to operations departments (purchasing, production, etc.)
• Provides regular and timely progress reports to the Project Manager Dept. Manager, highlighting any deviation compared to the original sales plan
• Proactively resolve issues to ensure on time delivery of product in line with customer requirements actively manage the project schedule
• Ensure the timely accomplishment of tasks on job critical path useful to reach the CRD date; be full accountable of internal alignment with engineering for BOM and drawing completion, planning and sourcing to align schedule of shop floor activities up to goods shipment
• Build a solid and constructive relation with the customers during job execution
• Be the only communication channel between production plant and customers during execution phase
• Renegotiate with customers the delivery date and order value in case of change order request
• Proactively inform customers about Job progress and criticalities
• Directly engages customers in propositional discussion to solve any matters concerning the job execution
• Maximize job profitability through proficient change order management; ensure a quick and accurate change order quotation and execution to agree lead time and cost impacts based on GPL and change order requirements
• Takes responsibility and ownership for the finished goods inventory through regular review, having the objective to lower as much as possible the FG inventory
• Ensure the completeness and correctness of the order to grant full customers satisfaction and a flawless credit receivable collection