Customer Service Specialist

2 weeks ago

Bucharest, Bucureşti, Romania The HEINEKEN Company Full time €30,000 - €50,000 per year
  • Key responsabilities:

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 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

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

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