Overview

This role is responsible for supporting GBS Supply Chain team with general customer service administration, order management and order fulfilment and execution support. It will require a collaboration with all departments supporting SC in terms of solving daily order issues and implementing business actions. The vital link between retailers, our distribution network and wider Customer Services Team for day-to-day orders and delivery process & ultimatey to make sure our custmers get the products & service they need.

Responsibilities

Process customer orders: EDI, Open text and manual, samples, YC, interco and export
Deal with customer queries - Deliveries / shortages / CC / finance/ traffic planning / 3PL
Failure management - re process, cancel and comms to customers, transport and CC
Respond to issues/queries from a number of sources (Phone, emails 24/7 int and ext, Teams & Zoom chats)
Managing exceptions within our network - dealing with internal operational issues and advising our customers (Internal & external)
Training and on boarding of new associates
Create return delivery and inform sending WH and 3PL about pick up order
Align on issue resolution with customer
Receive notification about return delivery from customer/sales (in rare cases - only large quantity errors, health issues, damages etc.)
Daily problem solving in order processing
Coordination between departments (in person, by phone, zoom meetings, email)
Support Customer Support team with all initiatives to improve GBS service offerings.
Support relationship management with key stakeholders within MU supply chain.

Qualifications

Excellent spoken and written English language knowledge; French / Dutch is a plus
University degree
Highly effective customer service skills to build and maintain very good working relationships with internal and external customers.
Excellent attention to detail with data entry and order processing experience.
Proficient in IT technology with good knowledge of Microsoft Office Excel.
Ideally good knowledge of order-take systems or SAP, or have the ability to learn and adapt to bespoke systems and processes.
Excellent communication skills.
Systematic, disciplined and analytical approach to problem solving.
Demonstrate ability to work against daily deadlines with the ability to plan and prioritise own workload.
Displays responsible and ethical behaviour towards customers, suppliers and others in the organisation.

Supply Chain Customer Service Senior Associate