customer service specialist.

Organisation/Department

Logistic

Job description

Purpose of the job:

Execute the sales and returns order management process following commercial and logistic agreements with customers and returnable packaging material policies. Perform the complaint management process and collaborate with customers to drive improvements in customer satisfaction, service level, cost optimization and asset utilization

Key responsibilities:

• understand customer logistic realities, specificities and limitations;
• improve together with customer the order behavior in order to create the premises for service level improvement;
• stock replenishment and empties management using internal tools following the commercial policies agreed with the customers and RPM management policies;
• collaborative forecast generation (at weekly and monthly level) and follow-up;
• perform the sales and returns order intake, order processing, order tracking and receiving flows providing information to customers about the order status in a proactive way;
• perform the stock availability check at Heineken premises and initiate proposal to minimize the risk of Out of Stock at customer level;
• act as a single point of contact for customer complaints, solve disputes and lead the claims solving process;
• execute the complaints management process and contributes to the improvement of customer service quality results by effectively and pro-actively deal with complaints while maintaining a business relationship;
• resolve effectively and efficiently customer complaints by assessing the root causes and taking the right counter and preventive measures;
• mobilizes other functions and customers to improve the management of returnable packages;
• reacts quickly to solve returnable packages availability issues;
• monitors returnable packages to ensure adequate availability levels;
• initiate actions to ensure returnable packages availability according to production plan;
• ensure the execution of the Accounts Receivables process accurately, according to company policies and procedures;
• collaborates with customers and internal stakeholders to streamline the Account Receivable flow and executes related operational tasks following the agreed procedures.

 

Requirements

• education: University Degree
• experience: similar activity as Customer Service Specialist in a multinational environment
• other requirements (competencies, abilities, behaviors): 

customer empathy 

excellent communication skills

commitment and flexibility

excellent cross-functional cooperation and collaboration

learning agility and analytical skills

conflict management

Offer

We offer:

• attractive salary offer;
  various financial benefits: holiday bonuses, performance bonus, vacation bonus;
• various non-financial benefits: private medical insurance, Generali life insurance, paid days off for special events according to CCM;
• activity mode: hybrid;
• multinational work environment.

Applications

madalina.bobocel@randstad.ro