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Costumer Facing Representative
hace 3 meses
PURPOSE
We're looking for a Costumer Facing Representative, single point of contact with the Customer in the Customer Service Area.
Customer Specialist (Deep knowledge of Customer characteristics, structure, purchase profile).
Proactive communication of issues, from order acquisition, order/delivery date changes, availability of product information, deliveries follow up OTIF, invoicing incidences, returns management, etc
Responsible for Customer Scorecard KPI follow up, RCA and Action planning, coordinating MD, Demand, Sales and Customer.
MISSION AND RESPONSABILITIES Manage incidences with Customer (order) Any incidence in the order reception (EDI) Any incidence in the invoice transmission Manage with customer any change in delivery date (proactive) Proactive communication in case of miss fill rate Delivery incidence that requires coordination with customer Communication of calendar
Invoice accuracy:
price, quantity, refusals Analysis and resolution price discrepancies (with Sales and Master data). Execution of credit notes. Analysis and resolution quantity discrepancies (with agencies, customer). Execution of credit notes. Analysis and resolution rejections (with agencies, customer). Execution of credit notes. Monthly analysis, RCA action plan with sales and agency
Any query from customer related to Order to Bill [Commercial, price, logistic data, portfolio, Cash]
Release Rejection letter
Custodian of Service Catalogue Analyze in a monthly basis the deviations. Communicate to customer in a monthly basis and define AP
Follow up Request Deliveries Date and Revenue Recognition
Customer continuous improvement owner For TOP 5 customers digest the scorecard report - 360 OTC Lead Internal Monthly Customer Facing meeting to share scorecard results, RCA, AP and improvement actions/service-quality-cost out opportunities.
Actively participate and prepare data to support Logistics AP meeting to improve On time and In Quality deliveries. Actively participate and provide data for the Sales meeting including (KPIs for the customer and overall OTC improvement AP)THE COTY IDEAL FIT
Superior education grade or administrative management grade
Proficient in Office package, especially in Excel. Familiar with SAP.
Fluid in English.
Experience in Customer service management, Accounts receivables management. Experience in Planning or logistics is a plus.
Profile:
Results oriented, Customer centric focus, curious, pragmatic, systemic, good communication skills and team player.
