Sr. Specialist Customer Service

Purpose:

To support the whole business and a competitive customer service level, in order to achieve sales and profitability objectives

Take the accountability of projects, to improve efficiency and productivity of the whole department

Key Responsibilities:

• Co-lead the management and execution of all operational process in customer service.
• Acting as key point of contact for internal stakeholders and customers inquiries related to orders and delivery status, changes, returns and claims.
• Accountability of customer service back-office reporting and dashboards, KPI’s using tools such as Power BI, SAP, Excel, Salesforce.
• Managing the customer order books, ensuring is always updated according to customer master data, including the monitoring of electronic receipts using the tools provided.
• Highly understanding of all type of SAP orders and MRP management.
• Processing returns and complaints in line with the policy regulations while cooperating with commercial, logistics and financial partners, using Salesforce.
• Participate in projects related to automation, productivity and digital mindset.
• Support marketing team processing and deliver promotion orders.
• Interact with their colleagues in LAM countries as a benchmark to develop best practices.
• Ensure compliance with procedures and policies and develop local procedures.
• Be ready to be the back up of key, field and direct shipment accounts if needed.

Knowledge Skills and Abilities:

• Advance Excel - Macros
• Proven experience leading and managing people 
• Action-oriented, transformation-minded profile with a strong execution focus. 

• University degree or equivalent education is mandatory
• Broad and deep theoretical understanding of functional area
• Minimum 3 years of experience in job function related.
• Strong communication and stakeholder management skills
• Strong negotiation and project management skills  
• Advanced English and Excel
• SAP intermediate
• Microsoft Power BI and Salesforce desirable.