1. Sales Operations

• Oversee the creation and accuracy of Sales Orders in the system.
• Ensure proper updating of sales order information in SAP (LME prices, delivery date, EX-mill date, final destination, order status Open/Close).
• Ensure all customer orders are processed accurately and on time using SAP.
• Supervise updating customers regarding shipment and order status.
• Ensure all orders are entered into SAP and follow up on EX-mill and delivery dates as per customer requirements.
• Review documentation to ensure all required customer documents are collected and accurate.

2. Customer Relationship & Issue Resolution

• Build and maintain strong, long-term relationships with key customers.
• Oversee handling of customer complaints, claims, and disputes to ensure timely and professional resolution.
• Coordinate with Quality on claim reports, ensure claim references are created in SAP, and follow up with Finance for CN issuance within agreed timelines.
• Ensure final CNs are uploaded in SAP against the relevant delivery.
• Support Sales Executives in managing difficult customers and escalated cases.
• Collect, analyze, and report customer feedback to identify improvement opportunities and enhance customer satisfaction.

3. Cross-Functional Coordination

• Work closely with Quality, Technical, Planning, Finance, Shipping, and Logistics teams to ensure smooth order fulfillment.
• Ensure alignment between sales commitments and operational capabilities.
• Follow up on overdue payments with customers in coordination with Finance.

4. Reporting & Sales Planning

• Prepare and submit regular sales performance reports to management.
• Analyze sales data, market trends, and customer demand to support forecasting.
• Assist in developing sales strategies, customer retention campaigns, and promotional initiatives.
• Monitor competitor activity and market developments.
• Monitor achievement against sales targets and recommend corrective actions where required.

5. Customer Service Excellence

• Ensure exceptional customer service and first-time resolution of issues in a professional manner.
• Guide the team in handling calls, emails, and customer meetings effectively.
• Support in securing appointments and maintaining active customer communication.