Our Sales Services & Systems department ensures smooth processing from customer orders to payments within the order to cash process. We handle sales order management including master data, price processing and customer portal administration. We aim for operational excellence, timely invoicing, and enhancing cash flow by minimizing overdue payments. Besides we are responsible for the Sales related customizing and maintenance of our ERP systems HOST and SAP S4/Hana.

In this interview, Philipp Tremmel, Head of Sales Services & Systems, gives us an inside look at his team’s mission and how they drive operational excellence and customer satisfaction across DRÄXLMAIER’s global network.

How does your team contribute to building strong customer relationships and ensuring satisfaction from Tunisia?

From Tunisia, our team ensures every step of the order-to-cash process runs seamlessly. We coordinate closely with logistics, finance, and sales to guarantee reliability and transparency. 

Beyond internal alignment, we keep customers informed and respond quickly to their inquiries, so they feel supported throughout the process. When orders arrive accurately and on time, customers experience DRÄXLMAIER as a dependable partner. This consistency builds trust and strengthens relationships; because for our customers, confidence in our processes is just as important as the quality of our products. 

What steps do you take to ensure smooth order-to-cash processing and manage master data and pricing efficiently? 

It all begins with precision and discipline. We set up master data through structured requests that include every necessary detail. For pricing, we verify customer purchase orders against negotiated prices from our Sales Managers. Once validated, the data flows automatically into our ERP systems via our Price Database. This automation minimizes errors and accelerates the process. By ensuring that all data is complete and correct, we enable subsequent steps; production, shipping, invoicing—to run without delays. This is how we deliver the reliability global clients expect from a premium supplier.

Can you share a success story where your team improved cash flow or reduced overdue payments?

A few years ago, overdue payments were a challenge with some customers. To tackle this, we introduced clear responsibilities within the team and implemented regular reporting to involve management. By ensuring that every internal step was completed flawlessly, so customers had no reason to delay payment, we significantly improved our KPIs. Today, this structured approach has led to better cash flow and stronger financial stability for DRÄXLMAIER. It’s a great example of how process discipline translates into tangible results.

How do you maintain operational excellence and global consistency through collaboration with the Tunisia sales team?

Operational excellence is a team effort. In Sousse, we work hand-in-hand with colleagues worldwide, staying in daily contact for support and coordination. We also hold regular meetings and training sessions to share updates and best practices. Although physically located in Tunisia, our team operates as an integral part of the global organization. This seamless collaboration ensures that DRÄXLMAIER delivers consistent excellence to customers everywhere, no matter where they are.