Customer Service Executive

Employer Description

Calderys Group

Calderys is a leading global solution provider for industries operating in high temperature conditions. The Group specializes in thermal protection for industrial equipment with a wide range of refractory products, and advanced solutions to enhance steel casting, metallurgical fluxes and molding processes.

As an international business with a presence in more than 30 countries and a strong footprint in the Americas through the brand HWI, a member of Calderys, we offer our employees a world of opportunity.

With a legacy of over 150 years, and an unwavering commitment to excellence, we continue to shape our future through teamwork, customer-centricity and a proactive mindset. We are the vital partner of all high temperature industries and our purpose places sustainability and innovation at the heart of our business. It reflects our reason for existing: to support our customers building a better world through sustainable solutions.

Our values are a driving force in this purpose: We are tenacious, accountable, multicultural and authentic..

In our company, performance is recognized and learning is promoted. Our services and solutions depend upon the expertise and commitment of our employees. So we ensure that they have the scope and opportunities to develop their potential within a diverse, inclusive and collaborative setting. It is an environment for people to grow, where every day is a new day and more exciting than the last. 

Calderys – Forged in legacy. Fueled by excellence. 

For more information, please visit Calderys.com

Responsibilities:

• Order Management: Handle the entire order process from registration to invoicing using SAP.
• Customer Communication: Respond promptly to customer inquiries regarding orders, deliveries, prices, invoices, certificates, and more through various communication channels.
• Order Updates: Keep customers informed about their order status, especially in cases of delays or discrepancies.
• Contract Accuracy: Ensure that Incoterms, payment terms, and prices are accurate and align with customer contracts on SAP sales orders.
• Sales Support: Assist the sales team in the quotation process when needed.
• Claims and Complaints: Accurately register claims and complaints, providing administrative support to the sales team as required.
• Financial Support: Assist the cash collection team and financial service center in reducing overdue accounts.
• Price Management: Maintain and verify the accuracy of sales prices on SAP, including customer price administration.
• Transport Costs: Obtain and communicate transport costs to customers when requested.
• Inventory Transactions: Log inventory transactions accurately and support cycle counts, and reconciliation activities as needed.
• Continuous Improvement: Participate in activities and workshops aimed at enhancing customer service.
• Dispatch Administration: Handle administrative tasks related to the dispatch of customer orders.
• Additional Tasks: Perform other duties as required by local needs, such as:
• Import/export declarations
• Issuing certificates
• Stock replenishments
• Purchasing office supplies and raw materials
• Supporting front desk reception tasks including postal services, meeting arrangements, and meal arrangements

Requirements

Essential:

• Proficiency in ERP systems, particularly SAP
• Familiarity with CRM systems, such as Salesforce
• 2-5 years of experience in a similar administrative role
• Excellent communication and interpersonal skills; strong problem-solving abilities; ability to multitask and manage time effectively.
• Knowledge of import/export procedures
• Customer-focused attitude with a proactive approach; ability to work well in a team environment.
• Fluency in English/ Italian

Desirable:

• Proficiency in an additional language (advantageous in an international environment)
• Excellent interpersonal and communication skills
• Strong organizational and time management skills
• Flexibility and agility
• Team spirit and collaboration

Calderys Group

Calderys is a leading global solution provider for industries operating in high temperature conditions. The Group specializes in thermal protection for industrial equipment with a wide range of refractory products, and advanced solutions to enhance steel casting, metallurgical fluxes and molding processes.

As an international business with a presence in more than 30 countries and a strong footprint in the Americas through the brand HWI, a member of Calderys, we offer our employees a world of opportunity.

With a legacy of over 150 years, and an unwavering commitment to excellence, we continue to shape our future through teamwork, customer-centricity and a proactive mindset. We are the vital partner of all high temperature industries and our purpose places sustainability and innovation at the heart of our business. It reflects our reason for existing: to support our customers building a better world through sustainable solutions.

Our values are a driving force in this purpose: We are tenacious, accountable, multicultural and authentic..

In our company, performance is recognized and learning is promoted. Our services and solutions depend upon the expertise and commitment of our employees. So we ensure that they have the scope and opportunities to develop their potential within a diverse, inclusive and collaborative setting. It is an environment for people to grow, where every day is a new day and more exciting than the last. 

Calderys – Forged in legacy. Fueled by excellence. 

For more information, please visit Calderys.com

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