Customer Services Specialist

4 weeks ago

Bucharest, Bucureşti, Romania Randstad Full time
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 wayCustomer 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 levelComplaints 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 dysfunctionalitiesRPM 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 planReporting
 Supports the S&OP process, transportation, warehousing and RPM related activities and the sales department
by sending out timely and accurate information Requirements English

OfferGeneral 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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