Delivery Monitoring & Service Claims Coordinator

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Delivery Monitoring & Service Claims Coordinator

Tork is a brand of the Essity Group, which offers hygiene products to professionals through generalist or specialized (B2B) distributors: from restaurants to healthcare establishments, including offices, schools and industries.
Among other things, we sell dispensers, hand towels, toilet paper, soaps, napkins, wiping paper reels and non-woven cleaning cloths.
Tork is a committed partner in more than 110 countries, driving innovation for more than half a century. Sustainable development and digitalization are at the heart of our strategy, which is why we have also developed two innovative and pioneering services: a hand towel recycling service that helps limit the carbon footprint of customers, Tork PaperCircle® and a data-driven cleaning service, Tork Vision Cleaning®.

Thanks to its expertise in hygiene and its functional range, Tork has become a leader in the professional hygiene market.

About the Role
Following the evolution of our employees within the company, we are offering Delivery Monitoring & Service Claims Coordinator position within the France Tork Delivery Monitoring & Service Team in our Saint-Ouen office.
You want to join a dynamic, structuring team with a key role in the company?  Let's talk!

What You Will Do
* Responsible for communicating with internal stakeholders (supply chain, Customer Facing, warehouse, haulier) to treat any issue impacting the customer
* Collaborates with the Supply Service to align on actions to mitigate risks and customer impact
* Coordinates with Customer Facing and Supply Service any customer request that may have impact on warehousing or transportation
* Proactively communicate with Customer Facing when a contact with the Customer is required
* Manages returns delivery
* Receive and manage all customer claims related to service
* Analyzes service claims and coordinates with other organization units to solve them.
* Execute resolution of service claims according to analysis
* Executes the automatic communication to customer in case of approval and escalates to Customer Facing for invalid claims
* Attach all relevant information regarding the resolution (invoice, POD…) and create Quality Notification with Basic Data
* Fill in C4 Case fields with all details provided by Customer (e.g. Case categorization, delivery / order impacted…)

Who You Are
* Knowledge in Logistics operations & claims resolution, especially in Customer Service and Customer Logistics
* Commercial oriented
* Strong administrative skills, ability to manage multiple tasks simultaneously
* Ability to work with cross functional teams
* Strong conflict resolution and solution orientation
* Customer-focused; customer service skills Written and oral communication skills
* You are Fluent in French and English
* You are motivated, proactive and enthusiastic

What we can offer:
* 2 days of home office per week for eligible employees and a daily allowance and a comfort allowance to adapt their home.
* Subsidized company restaurant.
* Participation and profit-sharing bonuses.
* 60% reimbursement of the transport card or a mileage allowance.

Application End Date:

Job Requisition ID:
Essity269846