Customer Admin Rep with French
Main Responsibilities
Claims & Deductions Management
v Ensure timely approval and processing of all Freight, Returns, Price and Penalty claims by customer.
v Conduct thorough investigation of disputed claims / deductions with local Logistics Service Provider, local Country Sales and with customer where necessary.
v Ensure timely escalation and resolution of disputed claims.
Returns Processing
v Effectively manage the processing of all customer returns under instruction of Customer Service.
v Ensure pricing consistency for all credits.
v
Pricing Entry & Management
v Ensure the accurate maintenance of all Pricing levels in SAP for those countries where this is not managed locally.
v Work with Local Country to help develop a more efficient process to communicate Pricing changes.
Management Reporting
v Produce Monthly SSC KPI reports.
v Produce Monthly Penalty reports for HQ Finance.
v Produce Monthly Activity reporting for Local Company and SSC Management team.
Main Purpose of Job
v To improve company financial performance by reducing claims, speeding up validation of deductions and improving DSO
Key Competencies/Skills S = Standard, D = Developed, H = Highly Developed
Must Have
v Good spoken & written communication skills
v Ability to work on own initiative and prioritize tasks
v Ability to work to deadlines and have an attention to detail
v Strong numeracy skills
v Must be fluent in spoken and written English, French & Dutch
v At least Intermediate level in Word, Excel and Outlook
Desirables
v Previous working knowledge of SAP experience
v Ability to demonstrate previous process improvement design & implementation
v Any additional European language
Required Experience and Qualifications
v Ideally of a graduate caliber – ideally with a degree in Business Administration or Finance
v Previous Accounts Receivable and/or Customer Services experience (desirable)
v Data/order entry experience (desirable)
v Experience in Business to Business claims or a back office environment (desirable)
Please note this role is for an initial contract of 6 months with a review for continuance. If you wish to apply please forward a CV to enquiries@promolingua.com
Main Duties and Responsibilities
Sales Orders
All orders to be loaded monthly, efficiently and accurately by the team.
Assist with the receipt of payment & collection of orders in time to achieve Customer order deadlines.
Responsible for producing reports as and when required.
Responsible for the fast tracking of sales orders & providing ETA’s as and when required with a full understanding of our Operational process
Process Claims / Credits as & when required.
Customer Queries
Deal with all Customers queries, orders, and payment enquiries in a professional and timely manner – providing excellent Customer Service at all times.
Attend bi-annually store visits with the Area Manager and quarterly National Account order book review meetings.
Sales Team
Maintain tidy order book & manage the outstanding debt for nominated accounts to meet Company objectives.
Communicate customer requirements to the relevant internal departments
Provide support within the Customer Operations team as and when required
Person Specification
ESSENTIAL
Educated to GCSE level or equivalent – including Maths & English
Experience of working in a Customer focussed environment
Be able to demonstrate excellent administration and organisational skills
Experience of using Microsoft Word & Excel
Excellent interpersonal and communication skills – verbal and written
Problem solving ability
Good time management skills
The ability to prioritise calls & workloads
Fluent in French.
Able to accept change
Excellent standard of Customer Service Skills
Excellent Interpersonal & Communications skills – written & verbal
Organised & Methodical
Be able to respond quickly to issues and work to resolve them in a timely manner
Able to work cross-functionally
Able to work effectively as part of a Team
Problem solver
Highly pro – active with respect to communications
DESIRABLE
Brand or Industry knowledge in footwear / fashion.
Customer services training
Experience of using Lotus Notes
Experience of using SAP
Experience of working cross functionally with Commercial, Operations, Finance & Design teams.
This is a permanent role paying circa £25K plus 5% annual bonus, 25 days holiday with pension and on-site pool and gym facilities.
Send your CV to enquiries@promolingua.com
Customer Service Team Member – Portugal
Salary: £22-23K
Location: Camberley, Surrey
Language: Portuguese
A vacancy has arisen for a Customer Service Team Member working in the Portuguese team within the Shared Service Centre.
Reporting to the Customer Service Controller, the purpose of the role is to provide a professional service to trade and internal customers and to be responsible for all aspects of order management with retail customers. It will also ensure that customer and company case-fill targets are met.
Key Responsibilities:
Customer Service Management
- Accountable for all aspects of service for a portfolio of defined customers for which the Customer Service Team Member is completely responsible.
- To attend customer meetings with trade customers as required.
- To work with other members of the customer service team and Customer Service Controller to provide outstanding service to all customers within a specific country.
Case Fill Level
- Accountable for maximising the customer case fill level (and on-time delivery if appropriate) in line with departmental and customer targets.
Product Portfolio Management
- To professionally manage allocations, liaison with local Sales and communication to customers in short or out of stock situations.
- Ensure the efficient management of new product listings and delists into customers through liaison with local Sales, local Logistics and Demand Planning departments.
Event Management
- Work closely with local sales and with customers to ensure the professional management of customer promotions and other trade events.
Order Management
- Ensure the accurate and timely processing of all orders through management of EDI interfaces, local Sales interfaces and receipt and processing of manual orders.
Required Skills and Experience:
- Should be of graduate calibre
- Previous Customer Services experience essential
- Must be fluent in both spoken and written English and Portuguese
- Intermediate level in Word, Excel and Outlook
- Data/order entry experience (desirable)
- SAP experience (desirable)
In addition, the candidate should ideally have / be able to demonstrate:
- Good oral & written communication skills
- Ability to work on own initiative and prioritise tasks
- Ability to work under pressure and have good attention to detail
- Good team player skills and work well with others
- Flexibility/adaptability
- A sense of urgency
- Strong numeracy skills
- Passion for customer service
Salary: £22-24K
Location: Kingston-upon-Thames, Greater London
Language: Swedish
ROLE OVER VIEW
- To join a dynamic team providing customer service excellence within a Global market leading company in the Pharmaceutical industry.
- As an integral member of the customer service team you will have a passion for delivering customer service excellence and a desire to continuously drive improvement to ensure the company takes leadership in supply chain management in the industry.
OBJECTIVES/PURPOSE OF JOB
- Supports the Pharma business by providing World Class Customer Excellence.
- To proactively co-ordinate all aspects of the supply chain to deliver optimum performance and ensure we meet stated and agreed service levels and/or terms and conditions of supply.
- Establish contact, build and manage relationships and an in depth knowledge of customers within own portfolio in order to drive business growth
- Responsible for the logistics of all service inventory
- Represent the supply chain liaising with both the customer, the KAM, the Warehouse in Amsterdam and marketing to ensure seamless communication
- Efficient and timely administration of all service documentation and processes.
- Proactive order management including timely response, accurate processing and monitoring of orders and enquiries.
- Taking ownership of every customer enquiry through to completion including resolving issues quickly and efficiently in a courteous manner.
- Capture, report, escalate and ensure timely response and resolution to all complaints
- Ensure customers are fully informed of product portfolio, promotional activity and appropriate service offering.
- Working independently and as part of a team on a variety of special projects for business improvement and improved customer service
- Challenge the status quo targeting continuous improvement, promoting LEAN thinking and opportunities for growth for both self and organisation
QUALIFICATIONS/TRAINING
- Customer Services Experience essential
- Experience of PeopleSoft an advantage, but not essential.
- Higher level of education.
- Customer Service qualification would be an advantage
EXPERIENCE
- Strong recent experience within an administration customer service role, preferably working within a team.
- Proven experience in managing customer relationship
COMPETENCIES
- Excellent verbal and written communication skills for English / Swedish
- Ability to plan and organise self and workload
- Excellent interpersonal skills
- Attention to detail is essential
- Enjoys working in a team
- Confident under pressure
- Able to handle difficult / volatile situations professionally and calmly
- Confident on a variety of computer systems
- Demonstrates initiative
- In depth knowledge and understanding of the supply chain processes
- Demonstrates initiative and a ‘Can do’ attitude
- Proven ability to work in a pressurised environment
- Ability to overcome objection and manage conflict
MARKET AGILITY/ COLLABORATION/ CHANGE
- Knows and understands their customers’ needs
- Sees opportunities and makes suggestions
- Has an appreciation of what our competitors are doing
- Makes short term recommendations which are in line with the interests of the longer term health of the company
- Can work positively and collaboratively in a matrix organization
- Can balance different stakeholder needs and to find positive solutions, in line with the customer service strategy
- Builds positive relationships with colleagues and customers
- Enjoys being part of a changing organisation and can manage ambiguity
- Is resilient when faced with problems
To apply please forward your CV to enquiries@promolingua.com
