Customer Services Specialist

We are looking for a Customer Service Specialist for our business partner, a global company operating in the packaging manufacturing sector.

Job Description:

• Manage order book for a given range of customers accounts as per established processes, rules, ways of working and policies including trade compliance.
• Analyze and enter customers orders, call-offs and forecast in the systems while ensuring data integrity. (prices sales conditions, MOQs, lead-times…)
• Engage as necessary with demand planners, commercial team and customers to understand demand trend.
• Integrate and execute customers’ specifics conditions. (packing instruction, shipment calendar etc…)
• Confirm orders and delivery dates.
• Manage sensitive phases of product life-cycle e.g. product launch, promotions, phasing out.
• Coordinate shipment preparation, pick-up together with sites customers and logistics providers and track until final delivery completion.
• Create and issue invoices, manage credit notes.
• Keep constant contact with customers and sites to ensure perfect match between customer requested delivery dates and actual supply plans.
• Pro-actively engage with customers to inform them about order book status.
• Negotiate delivery dates with sites and communicate to customers.
• Find solutions to problems and to respond quickly to customers inquiries and change and escalate when appropriate.
• Measure, analyze and customers on-time in full, response time performance, backlog and backorders, delivery lead-times and stock aging.
• Prepare reporting as necessary, support and participate to operational reviews with customers.
• Leverage system, tools and automated report to increase order-to-delivery process efficiency and effectiveness.
• Establish and maintain efficient relationships with customers, commercial team, factories and supply chain organization.
• Communicate as appropriate with all stakeholders.
• Provides inputs to contracts e.g. logistics parameters and ways of working.
• Create and maintain master data for defined perimeter. (minimum order quantities, prices, delivery calendars)
• Initiate or contribute to customers service structural initiatives. (ex: act on net promoter score results, reduce lead-times, improve processes, systems and process efficiency, etc…)

Requirements:

• 1 years minimum experience in a customer service or commercial. support function in an international environment.
• Advanced understanding of supply chain management.
• Customer and solution-oriented.
• Ability to operate in a multi-sites network in an environment still under construction.
• Analytical skills.
• Advanced knowledge of MS office. (excel, powerpoint)
• Fluent in English.