QUALIFICATIONS AND JOB DESCRIPTION
We are currently looking for a Customer Services Specialist to join our Customer Services Team who will be mainly responsible for fulfillment of customer requirements in a timely and accurate manner by cooperating with related departments.
- University degree preferably in engineering
- At least 3 years of experience in Order to Cash in FMCG companies
- Negotiation, analytical, persuasive and communication skills are critical
- Good presentation skills and able to influence others internally and/or change customers behavior
- Familiarity to problem solving methodologies, claims, returns & refusals processes
- Systematic, good planning, prioritization, deadline focus, attention to details and team player
- Possesses good understanding of supply chain processes (particularly order to cash & distribution), commercial needs and customer replenishment process.
- Advanced MS Office knowledge especially in excel and PowerPoint
- Fluency in English
JOB DESCRIPTION
- Build effective communication with the customers regarding any changes on the orders, requested and planned delivery date/time and delivery issues
- Negotiate with customers major exceptions (e.g. postponed deliveries, stock build up, exceptional deliveries to stores/DC, medium term supply issues, etc.)
- Organize and attend Customer visits
- Prepare customer profiles and customer database
- Capture and follow up relevant KPI data and gives support to the Manager on reports, returns and refusals
- Follow COF (Customer Order Fullfilment) figures also from customer’s perspective and take necessary actions to close the gap
- Analyze KPI’s on a regular basis and follow up the root causes to improve service levels
- Lead the preventive action process with related parties in order to avoid refusals recurrences.
- Respond to queries related to claims status and order/invoice status
- Be an active member of cross functional projects (scorecard alignments, OSA, OSF, Xdock management, VMI..etc)
- Receive and resolve and/or assign the claims returns or refusals, obtain the authorization to process; execute the resolution
- Be responsible of reconciliation of return delivery notes coming from warehouses with invoices coming from customers
*The position is mainly located in Gebze and also Maslak.