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- Order Management: Overseeing, recording and processing customer order in an efficient manner, based on predefined processes (incoming via mail, EDI etc.), pro-actively providing order status updates.
- Coordination: Allocating and following up on all activities within the end-to-end process. Ensuring all relevant parties are up to speed and actions are taken in a timely and correct manner.
- Customer Relations: Handling all customer queries via telephone mail or chat with a focus on building long-term relations and exceeding expectations.
- Customer Service Excellence: Monitoring OTC activities within the (cross-functional) team, continuously seeking alignment and timely follow-up; Ensures ‘one voice’ to the customer.
- Claim Handling: Obtaining and analysing data to assess the validity of complaints and determine possible causes. Suggests pragmatic solutions for the customer as well as optimising processes to avoid repetition.
- Data Management: Processing information in a diligent manner, building and maintaining reliable (Master) data to build upon.
- Reporting: Building and analysing reports(debit, credit, customer feedback etc.), addressing failed outputs and defining feasible improvement actions.
- Compliance: Ensures compliance with company policies and relevant regulations.
- Process Improvement: Identifies process improvement opportunities and suggests pragmatic and feasible changes; balances effectiveness and customer satisfaction throughout all processes.
- Employee development: Contributes to the development of peers within the team. Keeps the Manager informed on development opportunities.
- Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Ensures Accountability:Â Holds self and others accountable to meet commitments
- Instils Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
- Customer Focused Approach:Â Understand the needs of the customer and act on that
- Strengthens Customer Connections:Â Pro-actively reaching out to customers by phone or e-mail and providing exceptional and consistent service.
- Drives Results: Consistently achieves results, even under tough circumstances.
- Collaborates: Builds partnerships and works collaboratively with peers to meet shared objectives.
- Optimises Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Strong analytical skills
- In-depth knowledge of SAP/ ECC, S4HANA.
- Know how of process management (Lean)
- Advanced Excel skills
- Fluent/ native in local language (additional languages such as Polish, Spanish or French is a plus)
- 3 years+ of experience in a Senior Customer Service role
- Experience in (an international) FMCG company is a plus.
