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    Customer Services Specialist - Bucureşti, România - Randstad

    Randstad
    Randstad Bucureşti, România

    5 zile în urmă

    Randstad background
    Full time
    Descriere
    Organisation/Department

    Customer Service Specialist

    Job description

  • 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 behaviour 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 Requirements English

    Offer
  • 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 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
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