JOB SUMMARY:
The Sell in and B2B Customer Service Associate will oversee daily operations to ensure exceptional customer satisfaction to all our US and Canada Sell in and B2B customers. The Sell in & B2B Customer Service associate will be managing customers inquiries, process orders, delivery documents and invoicing accurately following the order management procedure to meet the customer needs. The Sell in & B2B Customer Service Associate will be collaborating closely with the Customer Service Manager to ensure process documentation and improving customer experience.
JOB RESPONSIBILITIES:
- Responsible for daily operations of the Sell In and B2B Customer Service department.
- Customer Communication and ensure Satisfaction:
- Interact with customers to address inquiries, resolve issues, and ensure overall satisfaction.
- Collaborate with sales, supply chain, and warehouse teams to provide timely responses and solutions to customer queries.
- Address customer complaints, claims, and returns promptly and effectively.
- Advocate for customer needs and interests within the organization, driving resolutions and improvements where necessary.
- Order Management and Fulfillment:
- Process orders accurately and efficiently, ensuring compliance with customer requirements and internal procedures.
- Coordinate with internal teams to facilitate timely delivery of products and provide customers with necessary order-related information (e.g., order acknowledgment, delivery notifications, tracking information).
- Monitor departmental KPIs and align internal operational metrics with customer satisfaction metrics.
- Process Optimization:
- Continuously optimize the order fulfillment process to enhance the customer experience.
- Collaborate with cross-functional teams to streamline processes, improve efficiency, and minimize errors.
- Data Management:
- Assist in maintaining accurate customer master data, ensuring timely updates and integrity of information.
- Problem Solving and Escalation management:
- Leveraging emerging supply chain capabilities and technology such as EDI to improve customer collaboration and service.
- Handle escalated customer issues and complaints with professionalism and ensuring timely resolution and customer satisfaction.
- Team Collaboration and Support:
- Provide support and assistance to team members, maintaining a positive work environment and contributing to team success.
KEY PERFORMANCE INDICATORS:
- % of orders Managed and shipped.
- Order processing time.
- Order Fulfillment Accuracy
- First Contact Resolution Rate
- % Customer Complaint and chargeback.
REQUIREMENTS:
- Proven record of delivering outstanding customer service support in a team-based setting.
- Leadership skills, proactive mindset, and effective collaboration with diverse team.
- Strong/effective communication skills
EDUCATION:
Bachelor’s degree in supply chain management, Business Administration, or a related field, or its equivalent from a foreign institution.
EXPERIENCE:
1-3 years of experience in Supply Chain Management and/or Customer Service
SKILLS:
- Exceptional verbal and written communication skills with customers.
- Understanding of B2B business
- Excellent organizational and time-management skills in a fast-paced environment with deadlines
- Attention to details, with the ability to see the big picture.
- Ability to multitask and prioritize
- Strong problem solving.
- Strong process management skills
- Proficiency in SAP ERP system SAP S/4 Hana
- Advanced Excel skills
- Knowledge of inventory management practices and fulfilment operations
- Fluent in English
PHYSICAL & TRAVEL REQUIREMENTS:
- Able to occasionally travel to US
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