Job expirat
Job Purpose:
- Improve customer service satisfaction (for internal and external clients).
- Manage the order processing and fulfillment completely and on time.
- Manage the credit notes issuing process, according to the Company s commercial policy in place, approved recommendations and Blue Book procedures.
- Establish, maintain and develop an efficient customer oriented information flow (from sales order to cash collection).
- To achieve the Customer Service Level targets according to the annual objectives and per CS&L CEEMA directives.
Main Tasks:
- Proactively manages the receipt and processing of customer orders - ensures orders are received, processed and allocated in adequate time, in order to meet customer demands and in line with existing internal procedures;
- Responsible to develop, recommend, implement and maintain adequate system support and procedures in order to meet customer needs;
- Manages allocations as required to ensure customers receive agreed allocation volumes;
- Operates tracking systems for managing forecasting vs. inventory particularly with regard to new, promotional and seasonal products;
- Supports achievements of efficiencies/productivity projects by management of customer orders via liaison with distribution and warehousing contacts;
- Manages customer complaints to an agreed target, by reducing the solving time and increasing the customers??? satisfaction;
- Co-ordinates customers??? credit notes issuing process, according to the Company???s Blue Book procedures; Ensures that these are accurately and timely issued, based on the commercial policy in place and the approved recommendations; Manages the monthly reconciliation, if needed.
- Provides CSL KPI documentation on a weekly basis by account or other category as required;
- Identifies and maintains tracking of key CSL problem areas by category;
- Proactively communicates all CSL KPI information, issues and opportunities within the organisation in a well-organised and frequent format;
- Identifies, communicates and manages the implementation of recommendations/ projects for ongoing target improvement of CSL KPIs.
- Provides daily, accurate information regarding bookings, shipments, customer debts, claims, stock situation (including out-of-stock);
- Provides the sales force with any support in order to build up customer confidence. Closely cooperates with sales force and distributors, ensures permanent contact with customers and meets majority of needs and requirements;
- Meets regularly sales force and distributors in order to understand the situation in the field (especially related to customer service improvement and key issues resolution);
- Maintains daily contact with distributors and reports any issue to CS&L and Sales Directors, PS, LO, NSM and Sales Force;
- Improves customer satisfaction by co-ordinating the implementation of modern customer service tools (EBP, CPFR, Cost-to-Serve model, EDI, VMI);
- Identifies and communicates opportunities and issues to customers, ensures queries are dealt with quickly and efficiently to the customer s satisfaction.
- Achieves and maintains a high level of communication with sales management, logistics, finance, marketing and sales planning and analysis and makes sure that sales force and customers are informed about all changes, adjustments and requirements, in due time;
Implements and maintains an efficient complaint communication system and manages them timely, according to the approved Blue Book procedures;
- Develops, implements and co-ordinates an effective communication system with Sales and Finance Dept. and all Company s customers related to all credit notes status.
- Co-ordinates liquidation of ageing stock products;
- University degree
- Customer-oriented, very good organisation, negotiation and influencing skills
- Very good people management and development
- Client sensitivity and team player
- Very good communication skills, PC skills, fluent written / spoken English
- 3-5 years business experience in similar position preferably with a major FMCG company
- Experience in other CS&L sub-functions or Sales is preferable
- highly professional environment
- career development perspectives
ADECCO RESURSE UMANE SRL
Romania, Bucuresti, sector 1, str. Dr. Iacob Felix Nr. 28, Etaj 4
Nr. ORCB J40/12364/2003, CUI RO15739037
Capital social subscris si v??rsat: 392.440 Lei
Nr. autoriza??ie Agent de Munca Temporara: 17/2005
Autoriza??ie seria nr. B/ 0000008/25.10.2005
Nr. Operator Date Personale: 15866
Tel: 00 40 21 300 35 46, Fax: 00 40 21 300 35 54
E-mail: office@adecco.ro, Web: www.adecco.ro
ADECCO ROMANIA SRL
Romania, Bucuresti, sector 1, str. Dr. Iacob Felix Nr. 28, Etaj 3
Nr. ORCB J40/4467/2000, CUI RO 13002186
Capital social subscris si v??rsat: 360.575 Lei
Nr. Operator Date Personale: 15862
Tel: 00 40 21 300 35 46, Fax: 00 40 21 300 35 54
E-mail: office@adecco.ro, Web: www.adecco.ro
BUCURESTI (HQ)- Doctor Iacob Felix Nr. 28, Sector 1, Tel.: 021/300 35 46; e-mail: recrutare@adecco.ro
ARAD - Mihai Eminescu nr. 45, Tel: 0257 / 281 147; E-mail: arad@adecco.ro
BRASOV - Str Petru Rares Nr 10; Tel.: 0040 - 372/70.57.95; e-mail: brasov@adecco.ro
CLUJ - Str. Vasile Lupu Nr 36 , Tel: 0264/ 406 234; e-mail: cluj@adecco.ro
IASI - Bld. Tutora Nr. 4, bl. B4 scara D, Tel: 0232 / 206 120; e-mail: iasi@adecco.ro
ORADEA - Str. Tudor Vladimirescu Nr 26; Tel.: 0040 - 727 735 160 e-mail: oradea@adecco.ro
PITESTI - Str. Fratii Golesti Nr. 57, etaj 2; Tel: 0248 / 612 303; e-mail: pitesti@adecco.ro
PLOIESTI - Str Mercurului Nr 1, Tel: 0244/ 519 320; e-mail: ploiesti@adecco.ro
SIBIU - Str. Vasile Milea Nr 11, Ap 57, Tel: 0269 / 206 450; e-mail: sibiu@adecco.ro
TIMISOARA - Str. Popa Sapca Nr. 12 tel: 0256/ 432 211; e-mail: timisoara@adecco.ro
