Customer Service Specialist

Location: [[Bucuresti]]

Function: [[Supply Chain]]

Sub Function: [[Customer Service]]

Type of Contract: [[Nedeterminat]]

1.  Key responsabilities:

Customer Relationship Management

• Builds relationships with customers, generating trust and credibility and proactively fulfil customer service requirements
• Understand customer logistic realities, specificities and limitations
• Collaborate with customers to eliminate non-value added activities and to understand and anticipate current and future customers and consumers needs and expectations.
• Improve together with customer the order behaviour in order to create the premises for service level improvement
• Triggers actions towards common way of working and processes development together with customers and internal departments
• Collaborative forecast generation (at weekly and monthly level) and follow-up
• Develop and drive improvement action together with customers and other departments for forecast accuracy improvement
• Stock replenishment and empties management using internal tools following the commercial policies agreed with the customers and RPM management policies
• Service Level Agreements monthly follow-up in order to reach a common internal and external understanding
• Daily stock level at customer follow-up at sku level and initiate and propose product allocation criteria
• Daily monitoring of sales and empties returns orders statuses
• Ensure order status real time visibility for customers in a proactive way

 

 

Customer Service Planning

• Understands the impact of Customer Service on the Company strategy and cost
• Understand the customer satisfaction and cost drivers and propose improvement actions to increase the service level and optimize the cost

 

Order process management

• 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

 

Complaints management

• 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
• Act towards complaint prevention by anticipating and in time solving of potential future dysfunctionalities

 

RPM management:

• Mobilizes other functions and customers to improve the management of returnable packages
• Reacts quickly