Customer Service Expert Mass Market
2 settimane fa
At Beiersdorf, we want to help people feel good about their skin – and our commitment goes far beyond caring for skin. For 140 years, we have developed innovative skin and body care products for well-known brands such as NIVEA, Eucerin, La Prairie, Hansaplast, and Labello. We act according to our purpose, WE CARE BEYOND SKIN, and take responsibility for our consumers, our employees, the environment and society.
Behind every brand, every product and every accomplishment are our more than 20,000 employees. It is for them that we live an inclusive culture of respect and trust that is strongly aligned with our values – CARE, COURAGE, SIMPLICITY and TRUST. We also embrace diversity by valuing the uniqueness of each individual and being committed to equal opportunities for all.
Your TasksWe are looking for a passionate and talented Customer Service Expert Mass Market responsible for analysing Supply Chain related processes with the aim of improving customer satisfaction and operational efficiency. The ideal candidate will be able to develop and implement win-win solutions for both the organization and the customers and improve service level, thus reflecting the company's commitment to customer-centricity
Your tasks:
Customer Order Management
- Process customer orders accurately and efficiently using the order management system.
- Analyze order details, including product availability, pricing, and shipping information.
- Coordinate with various departments (sales, warehouse, planning, distribution) to ensure timely order fulfillment.
- Monitor order status and communicate updates to customers regarding their orders.
- Resolve any issues related to order discrepancies, returns, or cancellations. Assist in resolving complex customer issues and complaints, ensuring a positive outcome for both the customer and the company.
Customer Collaboration
- Develop and support the cooperation with key customers, cultivating and sustaining strong relationships with customer supply chain teams, preparing analysis, monitoring key performance indicators, coordinating the logistic information flow and leading process improvements.
- Serve as a dedicated advocate for Beiersdorf's supply chain within customers, consistently embodying our core values, of care, simplicity, courage, and trust.
- Be analytical and proactive by understanding customer needs and implementing efficient solutions (including new tools) to minimize logistic costs and maximize customer satisfaction.
- Collaborate internally with cross-functional teams to streamline customer service processes and improve efficiency, with particular reference to KPIs monitoring (On Time, Service Level, distribution costs), building ad hoc and tailor made action plans.
- Bachelor's degree
- 3 to 5 years of experience in the Supply Chain department of a FMCG company
- Good knowledge of SAP SD (Sales & Distribution)
- Strong Microsoft skills (Microsoft Office - Microsoft 365 – Power BI)
- Fluent in Italian and English
- With analytical mindset, as well as effective communication and conflict-resolution skills
- With strong understanding of supply chain principles and best practices
- With excellent communication and interpersonal skills, with the ability to build relationship and influence stakeholders
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