Key Job Accountabilities:
Customer & Order Management
- Act as a dedicated partner for our clients, ensuring seamless and accurate execution of the end-to-end Order-to-Cash (O2C) cycle
- Build sustainable relationships and trust with clients through personalized and interactive communication.
- Respond promptly to customer inquiries via multiple channels and ensure follow-up until resolution.
- To optimize service level and ensure regulatory compliance for all products before shipment
- Collaborate closely with Physical Distribution and Transport teams to coordinate order scheduling and transport capacity planning, ensuring timely delivery and optimal logistics execution
- Partner with Credit Manager to identify any credit risks and to implement corrective actions.
- Enforce the credit policy and the application of our sales terms and conditions in term of payment deadlines, through follow up & reminders of the bills payment.
Claims and Dispute Management
- Record, analyze and follow up on dispute situations (Claims & Return Management) in accordance with Internal Policies within the committed timeline.
- Proactively troubleshoot non-routine issues and propose corrective measures to improve order-to-cash processes.
Reporting
- Prepare and submit regular Order and Claims reports accurately and on time as required by line management
- Proactively communicate towards the hierarchy in case of problems and implement adapted corrective actions
Process improvement
- Collaborate with cross functions/regions to lead or participate in the implementation of projects to drive order-to-cash process improvements for both the clients and team
- Participate to the training of new collaborators and transfer knowledge and know-how of the job
Requirements:
- More than 5 years’ experience in the customer service, logistics and supply chain, experience in FMCG industry is a plus.
- Excellent Customer Service skills including interpersonal communication skill, relationship management, negotiation skill and proactive to collaborate cross function.
- Responsible working attitude and excellent team player with proven ability to collaborate effectively in a team-oriented environment.
- Anticipates business activity and acts proactively.
- Ability to handle complexity and work under pressure.
- Continuous improvement mindset like standardization, process optimization.
- Fluent in oral and written communication in English.
- Knowledge of SAP is a plus.