Customer Service Officer

As a Customer Operations Specialist BE you are the first point of contact for the customer regarding different (operational) sales, customer service & logistics related topics.

Client Details

• International Company
• Leader in the FMCG Sector
• Located in Anderlecht
• Great working environment

Description

Responsibilities:

You are the first point of contact for the customer regarding communication of several (operational) sales, customer service and logistics related topics.
* External Focus: contact person for your customers with regards to sales, customer service and logistics related topics such as: productportfolio management including listing and delisting process.

Follow-up of order & delivery issues, including logistic complaints. Operational promo management including: communicating customer specific promo documents, product information sheets & visuals, … .

* Internal focus: alignment about customer specific topics with internal colleagues/departments such as: Short-Term Allocation Specialists, logistics , masterdata or customer development.

Core tasks

* Daily monitoring of problems in customer orders in collaboration with the order-to-cash HUB.
* Signaling, monitoring and communication tot the customer of order-related problems such as critical out-of-stocks, noncompliance to agreed ordering conditions etc. .This requires perception management skills and commercial sensitivity when commercial counterparts at the customer side need to be informed.
* Pro-active information exchange with the customer about changes in products or assortments (for example: Masterdata, packshots, …)
* Spotting potential improvements in the operational collaboration, both commercialy and in Supply Chain, between Unilever, the customer, logistic service providers and other suppliers as well as implementing these improvements together with the Customer Facing Agent. Responsible for taking action on issues that customers flag within the agreements between Unilever and the customer.
* Keeping customers informed about any masterdata changes and planning of product introductions and switcthes with the buying and ordering departments at the customer side.
* Analysing requests for returns and informing the Operations Excellence hub for processing the request if approved.
* Analysing claims from customers regarding volume and quality.

Profile

Required skills
*Communication skills
* Time & priority management
* MS office
* Influencing skills Required competencies
* Pro-active mindset
* Continuous improvement
* Goal-oriented
* Affinity with sales
* Team commitment
* Customer mindset
* Building and maintaining external relationships

Required experience/qualifications
* A minimum of 3 years of relevant working experience
* Experience in sales, logistics, planning or customer service
* Experience within FMCG
* Good knowledge of Dutch & French. English is a plus.
* Knowledge about ERP systems/SAP is a plus
* Customer facing experience is a plus

Job Offer

• Great learning experience
• Be part of a nice and diverse team
• Learn about the FMCG Sector