Amsterdam, North Holland, Netherlands
Dynamic and multilingual professional with over 25 years of experience in order management, customer service, supply chain optimization, and project coordination across global tech, telecommunications, and consumer electronics sectors. Expertise in SAP, Oracle, CRM systems, and process improvement, with a proven track record of resolving disputes, managing high-volume operations, and delivering exceptional customer satisfaction. Skilled in team leadership, training, and cross-functional collaboration to ensure on-time delivery and operational efficiency. Seeking opportunities to leverage organizational and multitasking abilities in fast-paced environments.
Process orders in SAP, ensuring timely execution aligned with customer terms and managing backorders/stock allocations for optimal availability. Provide accurate current and future stock information to stakeholders, resolving customer and supplier disputes, claims, and concerns efficiently. Facilitate RMA procedures, extended warranties, and debit/credit notes to maintain high customer satisfaction.
Managed end-to-end order fulfillment from receipt to delivery, processing orders in Oracle with high accuracy and coordinating with departments for timely execution. Communicated delivery issues and responded to customer queries on deliveries, invoicing, and special requirements, while handling returns and replacements. Generated daily/weekly reports on order status, on-time delivery, and error analysis; contributed to projects and promoted company core values.
Handled B2B order entry and delivery follow-up for French-speaking markets in metalworking and primary metals industries, ensuring stakeholder alignment for on-time production. Coordinated production/delivery options with internal teams and provided updates on orders, shipments, and dates to customers, sales, and logistics. Managed intra/inter-company orders, consignment stock for major automotive manufacturers, and key accounts for primary metals steel producers.
Supported global launches of promotions, products, and music services within Customer Care, introducing changes to teams and maintaining project info on Confluence. Conducted weekly stakeholder check-ins, coordinated global training (planning and assignments), and delivered presentations/classroom sessions. Assisted with team agendas, hosted meetings, took minutes, and followed up on action items for operational efficiency.
Delivered B2C technical support for wireless music systems, handling high-volume calls/tickets, analyzing requests, and driving incidents to timely closure using CRM tools. Managed product returns/orders and followed up with customers/cross-functional teams; as Team Lead Assistant, supervised 12-person team operations, generated performance reports, and led daily stand-ups. Led projects including Google Play Music implementation (created training materials, conducted sessions, and analyzed impact) and partner transition to Sykes (developed 45 PowerPoint presentations, trained teams, and reported progress).
Managed data/voice network issues within SLAs, proactively informing customers and taking ownership until resolution.