Head of Customer Order Management

As a family-run, high-tech company with nearly 19,000 employees at 71 locations worldwide, we are looking for forward thinkers with unconventional ideas and drive to join our team. Our company culture, which values collaboration and mutual trust, creates the ideal framework for boldly trying new things and questioning the status quo. Our technologies inspire people to develop and produce things that are currently unimaginable. Whether lasers, machine tools, EUV or electronics - TRUMPF is building technological worlds for future generations. Are you ready for new challenges?

The Head of Order Processing and Delivery Management MT has the responsibility to coordinate and optimize all commercial tasks of the internal sales order processing with the goal of short lead times, cost efficiency, compliance with internal and external regulations, limited risk and guaranteed customer satisfaction.

• Oversee coordination and communication to the customer throughout the order processing phase: status of the order, customer requests regarding configuration, dates, etc.
• Manage customer purchase order, order confirmation, process machine ordering in SAP, and manage sales order change requests (SOCR)
• Contract Management: ensure that standard terms & conditions are applied or manage escalations and approvals of deviations, especially in regards to shipping & payment terms, tax & customs and manufacturer liability
• Work on process and tool improvements to increase customer experience, internal process efficiency and transparency
• Close collaboration with the Regional Sales Manager team as "process supplier"
• Coordinate inhouse communication in regards to Order Delivery Management with other departments, for example Logistics, Service, Smart Factory Team
• Support and guide team that performs order intake reporting and sales commission calculation and processing

• Support team in processing of the order backlog portfolio: create transparency (real time status tracking of the orders, shipment forecasts), ensure compliance with internal approval processes, manage timely delivery and an evenly distribution of resources
• Support and manage special projects and initiatives as assigned
• Develop employees, create career paths, define targets and KPIs, take care of a substitution scheme for all essential department tasks

Experience

Excellent communication and organizational skills, including escalation management to clients, other departments and upper management. Problem solving skills and adaptive to change. Ability to lead and perform in a fast pace, dynamic environment. Experience in process design, implementation and KPI based control for larger organizations - Proficient in IT tools for analytics and reporting (e.g. MS Excel, PowerBI, SAP, Smart Sheet etc.). Previous experience in managing a team is required

Education

Bachelors or Masters degree in Business Administration, Industrial Operations Engineering, Logistics or Supply Chain Management

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