Specialist GBS Acct & Sales Ops French Speaker (Temporary)

<p><strong><span>Purpose &amp; Overall Relevance for the Organization:</span></strong></p> <p><strong><span> </span></strong></p> <p><span>Account Operations is responsible to support the business to achieve sales and market strategy objectives. Ensure a reliable, adequate, and competitive customer service level for all assigned customers of the channel. </span></p> <p> </p> <p><strong><span>Responsibilities:</span></strong></p> <p> </p> <ul> <li><span>Provide Account operations support to all assigned customers in specific market.</span></li> <li><span>Support communication with customers via all relevant communication channels (e-mail, tickets, phone) and provide information such as related to orders and articles and compiling various order-related analyses at the request of customers or Sales.</span></li> <li><span>Work in close cooperation with internal and external departments (e.g. Sales, AS&amp;O Team, Finance, Order Fulfilment) when dealing with the following topics:</span> <ul> <li> <ul> <li><span>Backlogs, cancellations, launches, pre-pack promotions, etc.</span></li> <li><span>Returns and complaints.</span></li> <li><span>Coordinating new customer set-ups and changes to customer master data, customer number closures, order blocks as well as changes to and withdrawal from associations, in cooperation with Finance, IT and Customer Master Management</span></li> <li><span>Setting and/or authorizing order and invoice value date in accordance with the applicable value date and signature regulations</span></li> </ul> </li> </ul> </li> </ul> <ul> <li><span>Perform order book management by recording and managing all types of orders; manage deliveries to ensure timely and complete delivery, including order prioritization in compliance with the strategic guidelines for sales control; monitor electronic receipts for errors and correcting these errors using the tools provided.</span></li> <li><span>Work in close collaboration with dedicated customer portfolio, performing calls and sharing information with sales.</span></li> <li><span> </span><span>Coordinate special handling for new requests and support in processing of returns and complaints.</span></li> <li><span>Track carrier deliveries and parcel deliveries.</span></li> <li><span>Request return and/or intermediate transport from the logistics partners.</span></li> <li><span>Process damage reports and notify the Insurance department in case of damage and losses.</span></li> <li><span> Record all processes in the CRM system and log this information in the statistics for the purposes of status monitoring and KPI analysis.</span></li> <li><span> Work in close cooperation with the Sales team and support them in customer service by providing specific expertise in the processes involved.</span></li> <li><span> Perform special tasks, e.g. SMU business, special conditions, trade agreements, customer-specific management of deliveries for campaigns, promotional goods, launch articles, etc.</span></li> <li><span>Work in close cooperation with colleagues from other groups within Accounts &amp; Sales Operations.</span></li> <li><span> Support direct management with analysis and improvements, such as Problem-Solving preparation, controls review and implementation.</span></li> </ul> <p> </p> <p> </p> <p><strong><span>Knowledge, Skills, and Abilities:</span></strong></p> <p> </p> <ul> <li><span>A strong Customer Service focus and excellent communication skills.</span></li> <li><span>Advanced working knowledge of MS Office, SAP/CRM, and Business Objects</span></li> <li><span>Advanced English and French knowledge (written and spoken)</span></li> <li><span>Understanding of costs and of sales generation</span></li> <li><span>Process-oriented mindset and in-depth understanding of complex correlations.</span></li> <li><span>Proactive, Autonomous, and independent working style</span></li> <li><span>A high level of problem-solving ability</span></li> <li><span>Ability to contribute to a team environment where performance is measured.</span></li> <li><span>Experience in working under pressure to meet deadlines and conflicting priorities.</span></li> </ul> <p> </p> <p><strong><span>Requisite Education and Experience/Minimum Qualifications:</span></strong></p> <p> </p> <ul> <li><span>Successful completion of mandatory education level or vocational studies. Bachelor's degree is a plus.</span></li> <li><span>2+ years’ experience in providing customer support in the field of customer service, sales or logistics.</span></li> </ul> <p> </p>