Senior Customer Service Professional - Macro Distributors

Filed under: Kraków | Obsługa klienta - Call Center

Opis stanowiska:
JOB PURPOSE: to provide high quality service to the Macro Distributors / Retained Accounts through effective communication, value adding interactions and efficient issue resolution for (urgent) order management, scheduling, complaint, invoice disputes resolution and general query resolution.PRINCIPAL ACCOUNTABILITIES: to be the first point of contact for MD or RA and act as the E2E owner of operational issuesBe the first point of contact for MD/RA, resolve customer requests received via email, web or phone according to agreed service standards.Be the first point of contact for Distributor Account Manager and act as the E2E owner for operational issues.Proactively providing excellent relationship with MDs/RAs. Proactively keep customers informed and deliver promises and commitments.Take ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain.Adopt Customer 1st mindset to deliver exceptional customer experience and identify opportunities to improve customer experience.Coordinate customer pick-ups/deliveries and provide an internal interface between CSC, LSC (Supply Planning, Schedulers etc.) and Sales. This includes scheduling, changing and cancelling export orders after cut-off time and handle delivery enquiries.Act to resolve customer invoice enquiries including pricing enquiries which may result in crediting/debiting the customer.Manage the back order process and liaise with the plants, deployment planners and the vehicle schedulers, and track open orders to ensure all orders are fulfilled on time. Handle eCommerce enquiries and act as the 1st point of contact regarding the use and application of our eBusiness Tools (eRouter, eServe, MarketHub, Web portal functionality, VMI, eVMI), and has an intimate knowledge of the eTools, applications and functionality.Handle DFOA and Self Billing related enquiries.Maintain personal knowledge of business processes and procedures for their area of responsibility.Export transactions. Approx. 44 countries in scope (MDs and RAs in EMEA). Liaise with approx. 10 plants (Shell and 3rd party). Sales Support and East/Latam CSC in Manila.

Wymagania:
- English on C1 level- Min. 4 years experience in Customer Service roles- Export/Logistics experience within the industry is an advantage- Familiar with the benefits of Visual Management, Standard Work and Daily Huddles- Demonstrated relationship building skills, across several levels, including service providers within the business- Demonstrate Continuous Improvement and Value Generation Mindset