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
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