Customer Operations Executive

<p></p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p>Go Places!</p> <p>Aprende uma arte, usa o teu talento, há uma viagem para fazer.</p> <p>Escolhe um caminho, ou abandona outro. A escolha é tua!</p> <p> </p> <p> </p> <p> </p> <p><span><span><b><span><span>Your Mission</span></span></b><span><span>: </span></span></span></span></p> <p> </p> <p><span><span><span><span>A Customer Operations Executive is accountable for the order to billing process influencing our supply chain service and cost performance, effectively following disciplined processes and routines.</span></span></span></span></p> <p><span><span><span><span>The COE works closely with both our On and Off Trade Customers, Sales Teams and internal Planning, Logistics and Distribution teams to manage the order to billing operation for a portfolio of accounts with substantial volume.</span></span></span></span></p> <p> </p> <p><span><span><b><span><span>Who will you report to: </span></span></b><span><span>Customer Operations Head</span></span></span></span></p> <p> </p> <p><span><span><span><span><b>Location: </b>Vialonga</span></span></span></span></p> <p><span><span><span><b> </b></span></span></span></p> <p><span><span><span><b><span><span><span>Your Responsibilities:</span></span></span></b></span></span></span></p> <ul> <li><span><span><span><span><span><span>Handle and process customer orders, inquiries and questions, according to internal processes and work instructions Administer and document customer orders, inquiries and complaints (e.g.  enter data into standard company systems), in accordance with established procedures</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Effectively and accurately capture all customer orders, with minimum disruption to service, using the designated company systems and tools promoting an increase </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Problem solving &amp; delivery issue timely resolution – all queries are managed and resolved within internal SLAs.  This will be done by engaging key internal and external contacts.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Ensure that orders are allocated to delivery routes which minimise costs incurred within the supply chain and ensure benefits are within given personal and departmental objectives.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Work towards ensuring that customer service level  target (KPI CFR / In Full) is achieved or bettered by following company processes and aligning to the prescribed logistics standards</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Sensitive handling of commercial implications in customer/supplier relationships and fulfilment methods.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Contributes for the ZTO KPI increase by suggesting corrective measures within the order to billing workflow.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Ensure billing accuracy kpi through perfect billing, invoices and credit notes, (First Time Right), minimizing disputes and complaints billing related.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Administer the Proof-of-Delivery flow, liaising discrepancies with Logistics Service Providers.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Support HGSS / Order-to-Cash on disputes management</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Engage customers to electronic billing and ordering (digital order intake kpi)</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Keeps a close track on POD emissions and promptly acts on issues that may raise within the POD process</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Receive and handle customer complaints, monitor and evaluate the resolution process, in consultation with relevant stakeholders</span></span></span></span></span></span></li> </ul> <p><span><span><span><b><span><span><span>We want you to bring:</span></span></span></b></span></span></span></p> <ul> <li><span><span><span><span><span><span>High School or Degree in Management, Logistics, Management.</span></span></span></span></span></span></li> <li><span><span>At least 3 of years of relevant experience </span></span></li> <li><span><span><span><span><span><span>Knowledge SAP ERP</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Logistics knowledge</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Excellent client-facing and internal communication skills</span></span></span></span></span></span></li> <li><span><span><span><span><span><spa