SC Customer Support Representative

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Overview:

This role is responsible for supporting the Supply Chain team with general customer service administration, order management and order fulfilment and execution support. It will require a collaboration with all departments supporting SC in terms of solving daily order issues and implementing business actions. The vital link between retailers, our distribution network and wider Customer Services Team for day-to-day orders and delivery process & ultimatey to make sure our custmers get the products & service they need.

Responsibilities:

Order Management & Order Fulfilment

Order Processing

Handle all customer orders: EDI, manual, samples, intercompany, export and YC.
Ensure orders are entered correctly and follow the full process until delivery.
Answer customer questions related to deliveries, shortages, charges, finance, transport planning and 3PL partners.
Manage order failures: reprocess, cancel, and communicate updates to customers, transport teams and Customer Care.
Respond to issues from multiple channels (phone, email, Teams, Zoom — internal and external, 24/7).
Manage operational exceptions in the network and keep customers informed.
Support the onboarding and training of new team members.

Returns & Refusals

Create return orders and notify warehouses and 3PL for pickup.
Align with customers on the reason and the resolution.
Receive and process return notifications—mainly for large errors, health/safety issues or damaged goods.

Other Activities

Daily problem-solving related to order processing.
Coordinate with different departments (in person, by phone, email, Zoom).

People Responsibilities

Support Customer Support initiatives to improve GBS service quality.
Assist with relationship management of key stakeholders within the Supply Chain organization.

Qualifications:

Qualifications:

Previous exposure to similar role is required
Excellent spoken and written English language knowledge; French / Dutch is a plus
University degree

Abilities:

Highly effective customer service skills to build and maintain very good working relationships with internal and external customers.
Excellent attention to detail with data entry and order processing experience.
Proficient in IT technology with good knowledge of Microsoft Office Excel.
Ideally good knowledge of order-take systems or SAP, or have the ability to learn and adapt to bespoke systems and processes.
Excellent communication skills.
Systematic, disciplined and analytical approach to problem solving.
Demonstrate ability to work against daily deadlines with the ability to plan and prioritise own workload.
Displays responsible and ethical behaviour towards customers, suppliers and others in the organisation.

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