Senior Order Fulfillment & Customer Care Specialist

A. WHAT WILL YOU DO WHILE YOU WOW:
1. Order & Contract Administration
- Receive sales orders and contract documentation/information from Sales representatives across
assigned sales channels/regions (Showroom, Dealer, B2B/Projects).
- Verify Available to Promise (ATP) inventory status on the FAST ERP system and conduct customer
credit limit checks.
- Contract Management: Apply standard contract templates approved by Legal. For non-standard
contracts, act as the primary focal point to submit non-standard clauses for Legal review before BOD execution.
- Create accurate Sales Orders (SO) on FAST ERP in strict compliance with approved pricing policies and
promotional schemes.
- Team Mentorship: Delegate and oversee basic administrative tasks (e.g., Customer Master Data
creation, hotline query routing, basic document filing) to the CS Intern, auditing outputs to ensure 0% data
error.
2. Warehouse Fulfillment & Shipping Operations
- Issue Delivery Orders / Pick Tickets on FAST ERP:
* 80% Standard Orders: Transmit orders directly/automatically to 3PL warehouse systems for Pick &
Pack execution.
* 20% Urgent / Sample / Special Orders: Transmit orders to the internal Office Warehouse for manual
handling.
- Track order preparation progress across 3PL and internal office warehouses, ensuring seamless
handover to logistics carriers.
- Monitor transit status via tracking systems; proactively identify and resolve operational exceptions
(transit delays, damaged items, shortages).
3. Order Completion & Document Management (POD & Invoicing Support)
- Track and enforce the timely recovery of Proof of Delivery (POD) documents from 3PL carriers and
internal warehouses (Target: ≥ 98%).
- Update order completion statuses on FAST ERP and submit verified PODs to Finance for prompt VAT
invoice issuance.
- Collaborate with Sales teams to support payment collection tracking as required
4. Customer Engagement & Process Excellence
- Serve as the Single Point of Contact (SPOC) for Sales teams and Customers regarding order fulfillment
status and logistics updates.
- Resolve delivery-related customer complaints (shortages, wrong items, transit damage) within company
SLA benchmarks.
- Monitor, maintain, and take full accountability for assigned channel/regional operational KPIs (OTIF,
CSAT, NPS).
- Proactively propose process improvements (SOPs) to reduce Order Lead Time and streamline
cross-functional workflows between Sales, SCM, and Finance.
B. OUR KÄRCHER WOW PACKAGE:
- Competitive salary and bonus.
- Full social insurance coverage as per legal regulations.
- Opportunity to work in a professional, dynamic environment with career advancement potential.
- Continuous training to enhance skills and product knowledge.
- Other welfare policies as regulated by the company.