Customer Service Officer Modern Trade
The Customer Care Team has been reorganized as from June 2018 to group all divisions and develop a multi-divisional structure. The team is divided into 2 sub-teams: Modern Trade and Fragmented Distribution. The Modern Trade Team is working on all Key Accounts from different channels and aims to develop further the logistic relationship and collaboration with the customers.
· Proactively ensure order processing and follow-up until the delivery and the invoicing.
· Record, analyze and follow up the disputes situations (complains, deductions, returns, etc.) in accordance with the credit manager, the sales and controlling teams, and the physical distribution to identify the root cause.
· Have a daily analysis of the orders portfolio and compare it to the promotion plans. Adapt them to stock availabilities and to the capacity of distribution centers.
· Prepare and obtain the arbitration by retailer in order to get a better allocation of resources in case of product shortages.
· Establish a personalized relationship with the customer in order to optimize the service level.
· Efficiently answer to the client’s requirements (deadlines, shortages, information, disputes).
· Become the supply chain specialist of your customer and proactively communicate towards the hierarchy in case of problems and implement adapted corrective actions.
· Enforce the application of our sales terms (see General Terms of Sales or contract with the customer).
· Contribute to the improvement of the customer’s supply chain performance through specific collaboration projets.
· You have a relevant experience in a similar position
· You have an excellent knowledge of both French and Dutch
· You have a good knowledge of Windows Office, knowledge of SAP is an asset
· You are process minded, solution minded and customer oriented
· You have strong analytical skills but also good communication skills
· You are rigorous, very organized and you can set up priorities
· You are a good team player but you can also work autonomously
· You are flexible and you can cope with stressful situations