Salumu Mirindi

Pre-Order Entry

• Timely gather all relevant info to accurately respond to all customer queries related to:

product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value.

• Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales).

Order Entry

• Validation and order entry of customer purchase orders within defined target and quality
• Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion, etc)
• Covers order scheduling according to customer specific requirements as well as internal stock availability
• Set up, document and maintaining the order entry process for assigned customers

Backlog Management

• Act as an active interface between customer Integrated Supply Chain (ISC), Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue
• Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
• Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog.
• Performs regular backlog management activities to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes.
• Supports revenue maximization activities (pull-in’s, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities.

Claims management

• Supports all customer disputes regarding standard return transactions, short shipments, and ensures fast resolution in collaboration with other internal departments.
• Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation.
• Ensures accurate processing of performance rebates, special pricings and quotes.
• Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices and working with Dispute Resolution Team when applicable.

Continuous Improvement & Honeywell Operating System (HOS)

• Applies HOS methodology, quality standards and process compliance in day to day activities.
• Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required.
• Based on business requirements, participates in current projects related to process improvements, task automation, process standardization and data update. Performs basic tasks and tests based on clear work instructions.

Transition support

• Getting familiar with existing documentation (Value Stream Maps, Standard Operational Procedures (SOPs), Transition checklists, RASIC and other).
• Actively takes part in shadowing during the visit at the sending site – reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog.
• Participates in SAP, Salesforce, InContact and any other necessary system implementation.
• Builds professional relationship with the counterparts and related functions.
• Sharing the knowledge gathered during the Knowledge Transfer (KT) at sending site with the receiving team.

Process Maintenance and Training

• Acts as delegate & escalation point on low complexity cases on team leader’s/ manager’s request.
• Supports end to end customer onboarding and operational training for new team members.
• Ensures customer experience improvement by engaging with the Customer Satisfaction detractors and providing input for action plan.
• Supports building a knowledge base library with customer/process specifics.
• Supports development and creation of functional training materials for the specific region.
• Periodically reviews the SOPs to capture all relevant business requirements as well as users’ feedback and liaises with the relevant function for any improvement opportunity/process & customer update.

• Oversee the processing and management of sales orders for an assigned client portfolio, ensuring accurate, complete, and timely order entry in compliance with service-level agreements (SLAs) and client expectations.
• Manage a diverse range of sales inquiries through Teams, email, and Salesforce, delivering timely, professional, and solution-oriented responses to both client and internal stakeholders.
• Collaborate cross-functionally with Quoting, Service Design, Accounting, and Fulfillment teams to ensure all orders are executed efficiently, accurately, and in line with the client's technical and commercial requirements.
• Monitor order status and proactively identify potential delays or risks, taking ownership to escalate and resolve issues before they impact delivery timelines or client satisfaction.
• Maintain comprehensive documentation of all communication, decisions, and updates related to orders within Salesforce and other internal systems to ensure auditability and visibility across teams.
• Provide ongoing support to clients post-order, addressing questions about delivery, billing, or service activation, and coordinating with internal teams to resolve discrepancies or concerns.
• Analyze order trends and feedback, working with the sales and operations teams to propose improvements in order processing, communication workflows, and customer service delivery.
• Support process improvements and system enhancements, contributing insights based on daily operational experience and participating in testing or training as needed.
• Participate in client review meetings or calls, offering updates on order status, backlog, or service delivery performance.

• Support different brands (FoodSaver, Breville, Crockpot,
• Contigo, Bionaire,Hinari)
• Providing training of FoodSaver Brand to new colleagues joining the company;
• Responding promptly to consumers inquiries;
• Communicating with consumers through various channels;
• Acknowledging and resolving consumer complaints;
• Knowing our products inside and out so that I can answer questions;
• Processing orders, forms, applications, and requests;
• Keeping records of consumer interactions, transactions, comments and complaints;
• Communicating and coordinating with colleagues as necessary;
• Ensure consumer satisfaction and provide professional consumer support.