Job Summary
Responsible for managing customer inquiries, quotations, commercial reviews, and sales orders throughout the complete order-to-cash lifecycle. The role ensures that quotations and orders are created, maintained, monitored, invoiced, and closed accurately and on time, in accordance with approved contracts, internal procedures, and commercial guidelines.
Job Description
Customer Inquiries and Quotations
- Record, process, track, and respond to customer inquiries, forwarding requests to the appropriate departments where necessary.
- Maintain accurate and complete customer and commercial master data.
- Conduct customer credit checks in accordance with company guidelines.
- Prepare standard and customer-specific quotations using approved templates, systems, and tools.
- Coordinate quotation inputs with Sales, Finance, Project Management, Procurement, and other relevant stakeholders.
- Manage the internal quotation approval process and obtain required authorisations and signatures.
- Follow up on outstanding quotations and coordinate the resolution of open commercial or technical issues.
- Support tender activities by preparing and compiling required commercial documentation.
Order Creation and Commercial Review
- Create customer sales orders based on approved quotations, contracts, and internal guidelines.
- Conduct commercial order and contract reviews, including risk analysis and verification of pricing, payment terms, scope, and purchase order coverage.
- Ensure that all relevant customer, contractual, and commercial information is accurately recorded in the appropriate systems.
- Clarify discrepancies or missing information before order acceptance and escalate commercial risks where required.
Order Management and Processing
- Maintain, update, monitor, and control sales orders throughout their lifecycle.
- Process order-related activities, including service hours, subcontractor invoices, travel expenses, and other project charges, ensuring accurate allocation and posting.
- Manage order amendments, additional items, cancellations, customer-requested changes, and other commercial adjustments.
- Create or coordinate subcontractor purchase orders and related sales order items where applicable.
- Manage order-processing activities related to customer changes, credit restrictions, or insolvency cases.
Invoicing and Order Completion
- Coordinate order completion and invoicing in line with contractual requirements and financial closing deadlines.
- Prepare payment requests and support the timely and accurate issuance of invoices.
- Process cancellations and credit notes, including coordination of the required internal approvals.
- Monitor invoicing deadlines, order status, purchase order coverage, backlog, and outstanding commercial information.
- Investigate invoice complaints, customer queries, and commercial discrepancies, ensuring timely resolution and escalation when necessary.
- Review completed orders, prepare post-calculations where required, and support accurate order closure.
- Identify, document, and report non-profitable or commercially problematic orders.
Commercial Controls and Process Improvement
- Perform ongoing quality, completeness, and plausibility checks on assigned quotations and orders.
- Support backlog, percentage-of-completion, invoicing, and order-closing controls where applicable.
- Manage and resolve issues identified by Regional or Business Experts responsible for Commercial Performance Processes.
- Maintain accurate and auditable commercial records in accordance with company policies and internal controls.
- Contribute to the continuous improvement of quotation, order-management, invoicing, and commercial control processes.
- Undertake additional tasks and operational support activities as required.
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