Customer Service Executive (Export)
PUIG
Barcelona, ES
hace 4 días

Mission

Develop relationships with the Global TR Customers in the order to cash process (orders, deliveries, returns, claims and bad debt) and solve any issues to achieve the objectives fixed in terms of service levels and receivables.

Responsibilities / Key Tasks

  • Centralize the relation with the Customers in the order to cash process :
  • Review and provide information about the situation of their orders
  • Deal with SAP / e-mail / EDI orders
  • Review and provide logistic or descriptive information of products
  • Review and provide information about delivery data
  • Inform the customer of the out of stock that affects the orders
  • Review and provide information about invoice data (solve possible invoice issues)
  • Review and provide information about the collection and / or liability situation
  • Maintain a record of the most common issues and problems and their solving degree, so that the customer service is speeded up
  • Tasks within the Order & Delivery management process

  • Review and unblock the orders for delivery.
  • Unblock the EDI orders, in EDI workflow and solve the problems to be able to create the sales order.
  • Delivery issues / delay management

  • Modify orders and deliveries
  • Interlocutor with Delivery Monitoring (Logistics) for delivery issues Follow-up and management regarding faults
  • Review and provide info requested by the Customer
  • Transport’ management

  • Group deliveries to be prepared and shipped together to the customer.
  • Transport follow-up with Delivery Monitoring
  • Review and provide info requested by the Customer
  • Invoice management

  • Review and unblock the orders for invoicing and generate the billing document.
  • Overdue or Bad debt :

  • Decision of the action to be taken together with Sales Team and Implementation of the agreed action
  • Claims management

  • Claim reception and analysis (Check with Commercial conditions, pricing )
  • Creation of Credit / Debit note in the system
  • Take care and register customer complaints
  • Customer relationship

  • Day to day communication
  • Responsiveness, provide solutions to customer requests
  • Analyze and share functional KPIs with customer to detect improvement areas.
  • Experience :

  • Minimum 2 years in a similar job
  • Education :

  • Degree In Business Administration, Supply Chain, Engineering or a similar one.
  • Languages :

  • Spanish and English : very fluent
  • French : Fluent
  • Other languages : not a must, but will be a plus
  • Competencies :

  • Good communications skills
  • Analytical skills
  • Ability to listen and active problem solving skills
  • Good interpersonal skills
  • Puig 2021. This information is privileged, confidential and contains private information. Any reading, retention, distribution or copying of this communication by any person other than its intended recipient is prohibited.

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