Cooperating with key clients, ensuring the best service and quick resolution of issues related to order fulfillment and collections.
Handling all customer inquiries until resolution, such as order processing, shipment notifications, missing items, product questions, defective goods, returns, and discounts.
Ensuring that the customer receives all relevant information regarding open orders and deliveries.
Effectively reviewing and analyzing the order file, highlighting risks and opportunities directly impacting weekly forecasts.
Working closely with distribution and logistics teams to ensure timely shipment of orders and support in problem resolution.
Collaborating with sales, planning, and distribution teams to address challenges and opportunities related to deliveries.
Managing prices in the order book according to agreed commercial terms.
Ensuring that customer data is maintained, up-to-date, and highly accurate.
Investigating and resolving customer claims and disputes related to order management.
Participating in customer meetings to support continuous improvements and review ways of working to increase delivery accuracy and timeliness, demand fulfillment rates, and operational excellence.
Ensuring that collection activities are carried out on time and within agreed service levels and financial goals.
Closely monitoring overdue receivables and bad debts and actively tracking legal cases.
Collaborating with the finance team to ensure that all terms and agreements with customers are aligned between the customer, sales accounting team, CS, and shared services center.
Employer requirements
Experience working in a corporate environment, preferably in the area of customer service and order management.
Understanding of the end-to-end customer service process.
Technical experience with SAP or a similar ERP system.
Proficiency in English - both spoken and written.
Advanced knowledge of the French language.
Knowledge of Excel (including VLOOKUP, pivot tables, IF functions).
Ability to manage multiple tasks and projects simultaneously, along with conflicting deadlines.
Ability to independently solve problems by collaborating with suppliers and key stakeholders to make accurate fulfillment decisions.
What employer offers
Development opportunities in an international company that is a leader in its industry.
Private medical care.
Paid volunteer time and occasional days off as a benefit.
