Sr. Specialist Customer Service Digital
hace 4 semanas
Purpose:
To support the whole business and a competitive customer service level, in order to achieve sales and profitability objectives
Take the accountability of projects, to improve efficiency and productivity of the whole department
Key Responsibilities:
- Co-lead the management and execution of all operational process in customer service.
- Acting as key point of contact for internal stakeholders and customers inquiries related to orders and delivery status, changes, returns and claims.
- Accountability of customer service back-office reporting and dashboards, KPI’s using tools such as Power BI, SAP, Excel, Salesforce.
- Managing the customer order books, ensuring is always updated according to customer master data, including the monitoring of electronic receipts using the tools provided.
- Highly understanding of all type of SAP orders and MRP management.
- Processing returns and complaints in line with the policy regulations while cooperating with commercial, logistics and financial partners, using Salesforce.
- Participate in projects related to automation, productivity and digital mindset.
- Support marketing team processing and deliver promotion orders.
- Interact with their colleagues in LAM countries as a benchmark to develop best practices.
- Ensure compliance with procedures and policies and develop local procedures.
- Be ready to be the back up of key, field and direct shipment accounts if needed.
Knowledge Skills and Abilities:
- University degree or equivalent education is mandatory
- Broad and deep theoretical understanding of digital functional area
- Minimum 3 years of experience in job function related.
- Strong communication and stakeholder management skills
- Strong negotiation and project management skills
- Advanced English and Excel
- SAP intermediate
- Microsoft Power BI and Salesforce desirable.
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