Key Job Accountabilities:

Customer & Order Management

 * Act as a dedicated partner for our clients, ensuring seamless and accurate execution of the end-to-end Order-to-Cash (O2C) cycle
* Build sustainable relationships and trust with clients through personalized and interactive communication.
* Respond promptly to customer inquiries via multiple channels and ensure follow-up until resolution.
 * To optimize service level and ensure regulatory compliance for all products before shipment
 * Collaborate closely with Physical Distribution and Transport teams to coordinate order scheduling and transport capacity planning, ensuring timely delivery and optimal logistics execution
 * Partner with Credit Manager to identify any credit risks and to implement corrective actions.
 * Enforce the credit policy and the application of our sales terms and conditions in term of payment deadlines, through follow up & reminders of the bills payment.

 Claims and Dispute Management

 * Record, analyze and follow up on dispute situations (Claims & Return Management) in accordance with Internal Policies within the committed timeline.
 * Proactively troubleshoot non-routine issues and propose corrective measures to improve order-to-cash processes. 

 Reporting 

 * Prepare and submit regular Order and Claims reports accurately and on time as required by line management
 * Proactively communicate towards the hierarchy in case of problems and implement adapted corrective actions

 Process improvement

* Collaborate with cross functions/regions to lead or participate in the implementation of projects to drive order-to-cash process improvements for both the clients and team
 * Participate to the training of new collaborators and transfer knowledge and know-how of the job

 Requirements:

* More than 5 years’ experience in the customer service, logistics and supply chain, experience in FMCG industry is a plus.
* Excellent Customer Service skills including interpersonal communication skill, relationship management, negotiation skill and proactive to collaborate cross function.
 * Responsible working attitude and excellent team player with proven ability to collaborate effectively in a team-oriented environment. 
 * Anticipates business activity and acts proactively.
 * Ability to handle complexity and work under pressure.
* Continuous improvement mindset like standardization, process optimization.
 * Fluent in oral and written communication in English.  
 * Knowledge of SAP is a plus.