Key Account Support Specialist, Logistics

CHEP

Deliver best in class service to all Key Accounts of Automotive Europe by executing 1st level support of customer queries by phone & email focussing on (operational) logistics tasks, as well as efficient and sustainable account management.

Major Key Accountabilities:

· Execute 1st level support of all Key Account customer queries by phone & email, including training on web-based service solutions and on CHEP business processes

· Ensure close support to customers to identify solutions (supply reports/ information from ERP / CRM systems) for Key Account specific issues; Identify root causes and find containment actions from analysis

· Ensure invoice corrections in ERP system and notify correction results to customers

· Work closely with all interfaces between customers and internal stakeholders, especially Key Account Management

· Continuously improve Key Account specific processes in line with ISO 9001 and 14001 certifications

· Manage customer disputes, perceive information and support customers through email & phone, including exceptional visits

· Use control and financial security reports and ensure analysis for under and over performance, trends and discrepancies in Key Accounts

· Maintain Service relevant data in CRM system. Monitor own completion of workload and meet objectives.

Support/ develop improvement initiatives & projects

Qualifications :

· Business degree or apprenticeship in a logistic or customer service environment

Experience:

· Long-term working experience in a logistic and/or customer service environment

· CRM and ERP working experience

· Worked in ad hoc driven situation where success is dependent on finding fast customer solutions in line with business policies

· Worked with financial measures and KPIs

Skills and Knowledge :

· Strong Service orientation

· Very good customer orientated communication skills

· Must be extremely flexible and able to work under pressure

· Strong analytical skills

· Negotiation skills

· Diplomatic and sensitive when serving customers of a different mentality and culture

· Good understanding of Customer Experience, Customer Solutions and keen to create customer loyalty

Languages

Essential

Turkish,English