GENERAL DESCRIPTION

Be the privileged interlocutor of clients within the Customer Service and ensure the complete execution of the order-to-cash cycle.

DUTIES AND RESPONSIBILITIES

• Establish a personalized relationship with the client in order to optimize the service level, but also with commercial, finance, supply chain teams to ensure smooth order to cash cycle.
• Proactively ensure order processing and follow-up until the delivery.
• Efficiently answer to the client requirements (deadlines, shortages, information, disputes).
• Record, Analyze and follow up the dispute situation (complaints, deductions, returns, etc) in accordance with the Credit Manager, the sales and controlling team, and the Physical Distribution.
• Be responsible for the client’s account clarity (statement of account).
• Proactively communicate towards the hierarchy in case of problems and implement adapted corrective actions.
• According to the organization, participate to the implementation of projects in collaboration with the client (info sharing, stocks level optimization, EDI, Robotics, etc).
• Drive the change towards Customer Care 2.0

KNOWLEDGE AND EXPERIENCE

• A full-time experience customer service is appreciated but not mandatory
• Supply Chain Management / Business Administration diploma
• Familiar with any ERP (SAP preferable)
• Strong in Excel/Database (Access & PowerBI), data driven
• A strong communication (writing & orally)
• Customer-centric focus and diplomate
• Solution seeker and continuous improvement enabler
• Great management of external and internal stake holders