Customer Service Associate with German

Descrizione del lavoro:

Overview

This role is responsible for supporting the Cluster Supply Chain team with general customer service administration, order management and order fulfilment and execution support. Key duties include field supply chain communication with different customers and tasks coordination at national and state levels as well as supporting field SC training programs. It will require a collaboration with all departments supporting SC in terms of solving issues and implementing business actions.
Responsibilities

Functional Responsibilities
Order Management & Order Fulfilment:
* Capture Order (excl. order validation) - Receive standard order details from sales and capture order in the system (standard and promotion order not including samples/ donations).
* Change Order - Receive order change request from Sales and update the same in the system.
* Check pricing.
* Optimize Logistics - Optimize orders in terms of shipping combinations and create filler order for FTL delivery (if required).
* Conduct Credit Check - Confirm order change in system for central delivery + distributors Change order based on alignment with customer Unblock order.
* Proactive out-of-stock communication in case of exceptions.
* Perform stock check and confirm quantities - Check product availability/out of stock (stock at hand) and confirm order quantity ; Align on operational ATP topics with supply planning.
* Create delivery in the system - Create final delivery details and confirm in the system; Follow-up with 3PL/transport about order status.
* Close unconfirmed orders - Identify undelivered orders and items; Cancel and close the undelivered orders.
* Optimize and create filler orders - Agreeing with customer if extra order can be created.
Manage returns:
* Create return delivery and inform sending WH and 3PL about pick up order.
* Align on issue resolution with customer.
* Receive notification about return delivery from customer/sales (in rare cases - only large quantity errors, health issues, damages etc.).
Other activities:
* Contacting customer to find a solution and adjust communication in line with business content to find most efficient solution for complex requirements.
* Coordination between call center and departments (in person, by phone, zoom meetings, email).

People Responsibilities
* Develop winning relationships with key stakeholders within the Cluster Supply Chain function and DACH BU SC teams, embedding GBS Supply Chain services within the organization.
* Support the Customer Service Lead with all initiatives to improve GBS service offerings.
Qualifications

Qualifications:
* University degree.
* Proficiency in English and German.
* Previous exposure to similar role is a plus.
* Min 1 yr experience within customer order management role able to demonstrate good stakeholder management and alignment to external customer needs and expectations.
Abilities:
* Excellent analytical skills and numerical abilities.
* Great communication and interpersonal skills.
* Strong Excel & Office package knowledge mandatory.
* Results oriented.
* Able to handle multiple projects within tight deadlines.

For the purpose of ensuring informed and transparent negotiations, those who advance to the interview stage will be provided with information regarding the initial level of renumeration for the position. During the interview, any questions will be addressed and additional information on the process provided.

Functional Responsibilities
Order Management & Order Fulfilment:
* Capture Order (excl. order validation) - Receive standard order details from sales and capture order in the system (standard and promotion order not including samples/ donations).
* Change Order - Receive order change request from Sales and update the same in the system.
* Check pricing.
* Optimize Logistics - Optimize orders in terms of shipping combinations and create filler order for FTL delivery (if required).
* Conduct Credit Check - Confirm order change in system for central delivery + distributors Change order based on alignment with customer Unblock order.
* Proactive out-of-stock communication in case of exceptions.
* Perform stock check and confirm quantities - Check product availability/out of stock (stock at hand) and confirm order quantity ; Align on operational ATP topics with supply planning.
* Create delivery in the system - Create final delivery details and confirm in the system; Follow-up with 3PL/transport about order status.
* Close unconfirmed orders - Identify undelivered orders and items; Cancel and close the undelivered orders.
* Optimize and create filler orders - Agreeing with customer if extra order can be created.
Manage returns:
* Create return delivery and inform sending WH and 3PL about pick up order.
* Align on issue resolution with customer.
* Receive notification about return delivery from customer/sales (in rare cases - only large quantity errors, health issues, damages etc.).
Other activities:
* Contacting customer to find a solution and adjust communication in line with business content to find most efficient solution for complex requirements.
* Coordination between call center and departments (in person, by phone, zoom meetings, email).

People Responsibilities
* Develop winning relationships with key stakeholders within the Cluster Supply Chain function and DACH BU SC teams, embedding GBS Supply Chain services within the organization.
* Support the Customer Service Lead with all initiatives to improve GBS service offerings

Requisiti del candidato:

Qualifications:
* University degree.
* Proficiency in English and German.
* Previous exposure to similar role is a plus.
* Min 1 yr experience within customer order management role able to demonstrate good stakeholder management and alignment to external customer needs and expectations.
Abilities:
* Excellent analytical skills and numerical abilities.
* Great communication and interpersonal skills.
* Strong Excel & Office package knowledge mandatory.
* Results oriented.
* Able to handle multiple projects within tight deadlines.

For the purpose of ensuring informed and transparent negotiations, those who advance to the interview stage will be provided with information regarding the initial level of renumeration for the position. During the interview, any questions will be addressed and additional information on the process provided