Oversees the full Order-To-Cash process (from order to logistics and invoicing), anticipating on possible hiccups by mitigating risks and/or solving issues. Coordinates activities for the dedicated scope, seeking continuous alignment with all (cross) functional stakeholders, organising regular (online) stand-ups to prevent issues that impact customer satisfaction. Provides excellent customer service, leading others by example. Reports into the Manager Customer Service, acting as the second in command in the local offices.
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 withinthe (cross-functional) team, continuously seeking alignment and timely follow-up; Claim Handling: Obtaining and analysing data to assess the validity of complaints and determine possible causes. Data Management: Processing information in a diligent manner, building and maintaining reliable (Master) data to build upon.
Building and analysing reports(debit, credit, customer feedback etc.) Compliance: Ensures compliance with company policies and relevant regulations.
Employee development: Keeps the Manager informed on development opportunities.
Bachelor’s degree in Commercial or Business Economics(or comparable)
3 years+ of experience in a Senior Customer Service role
~ Experience in (an international) FMCG company is a plus.
Strengthens Customer Connections: Pro-actively reaching out to customers by phone or e-mail and providing exceptional and consistent service.
In-depth knowledge of SAP/ ECC, S4HANA.
Advanced Excel skills
Fluent/ native in local language (additional languages such as Polish, Spanish or French is a plus)