Customer Service Specialist

About VAT Group

At VAT, we change the world with vacuum solutions. As the world’s leading supplier of high-performance vacuum valves, we have been driving innovation for more than 60 years. With over 3,200 employees worldwide, we operate from our headquarters in Haag, Switzerland, with manufacturing sites in Switzerland, Malaysia and Romania, as well as sales and service hubs around the world. We are guided by our passions integrity, teamwork, customer centricity, and innovation – always working together as #oneVAT.

Joining us means becoming part of a passionate, international team where your voice is heard, your ideas matter, and your career growth is supported.

Responsible for all customers’ order management activities for the local Sales Organization including :-

                                       
Generation and submission of quotes from the existing CRM system based on adequate information from Sale Team and its relevant approvals from Sales.
Order entry into ERP system for customers’ purchase order sales orders shipping from various ship points
Transact, monitor and tracks customer order changes and requirements to the specific order(s)
Work with Logistics / Customer Operations Team for shipping and distribution of parts to fulfill customers’ orders
Ensure timely invoicing to customer in compliance to IncoTerms and Payment Terms.
Backlog management
Ensure wholesome and complete order history in compliance to audit and filing retrieval.

Act as a liaison between Operations and Customers to determine and shipping requirements

Support and participate in all Corporate projects to develop and implement ‘best practices’ and activity reporting pertaining to order management.

Support Customer Service Manager in achieving sales targets by managing revenue risks and delivery risks

Create work instructions and procedural documentation for all order to cash processes where applicable for the sales organization
Expected to be trained and
Responsible for all customers’ order management activities for the local Service Organization including :-

Order entry into ERP system for a service call or repair request to the Repair Centre
Transact, monitor and tracks customer order changes and requirements to the specific order(s) prior to commencement of repair by the Service Centre
Generation and submission of quotes from the existing ERP system based on adequate information from Customer Support Team / Field Support Team and its relevant approvals from Sales Co-ordinators / Customer Support Manager.
Work with Logistics / Customer Operations Team to co-ordinate parts collection for evaluation or parts collection for decontamination process, including return to HQ for repairs
Work with Service Centre for completion of repair to chase customers for PO or approval for shipment.
Work with Logistics for shipping and distribution instructions to deliver final repaired or replaced parts to customer
Ensure timely invoicing to customer in compliance to IncoTerms and Payment Terms.
Backlog management
Ensure timely invoicing of service orders after customers’ approval (where quality assessment is applicable)
Ensure wholesome and complete order history in compliance to audit and filing retrieval.

In some sales organizations, support and ownership for any other administrative duties may be required and will be communicated in clarity.

Any other duties as required on project or necessity basis from the Customer Service Supervisor / Country Sales Operations Manager

Our commitment to inclusion, fairness and equal opportunities

We believe in meaningful careers, continuous learning, and equal opportunities for everyone to drive our innovation and success. We welcome applicants from all backgrounds and are dedicated to fostering an inclusive and respectful workplace. If you have concerns, our compliance channel is available at our website. All reports are handled with strict confidentiality and in accordance with our Code of Conduct.