Customer Service Specialist

Responsibilities:

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 behavior 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 to solve returnable packages availability issues
• Monitors returnable packages to ensure adequate availability levels
• Initiate actions to ensure returnable packages availability according to production plan

Reporting

• Supports the S&OP process, transportation, warehousing and RPM related activities and the sales department by sending out timely and accurate information

General responsibilities

• Develop and maintain constructive and cooperative working relationship with all stakeholders and all customers, ensuring cross-functional alignment
• Ensures fully compliance with local legislation and HEINEKEN policies (Quality, Safety, Environment, Code of Business Conduct, Performance Management and any other policies)
• Understands the financial and logistics impact of Customer Service in the organization
• Understands the commercial processes and objectives and its relevance for the Order to Cash process and incorporates the commercial strategy
• Understands the interdependencies between S&OP, sales and supply chain process, customer service level, working capital, asset utilization and operating cost
• Ensure the execution of the Accounts Receivables process accurately, according to company policies and procedures
• Collaborates with customers and internal stakeholders to streamline the Account Receivable flow and executes related operational tasks following the agreed procedures

Job requirements :

Education:

• University Degree

Experience:

• Customer Service Specialist in a multinational environment

Other requirements (competencies, abilities, behaviors):

• Customer empathy
• Excellent communication skills
• Commitment and flexibility
• Excellent cross-functional cooperation and collaboration
• Learning agility and analytical skills
• Conflict management