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Italy Customer Care Executive

hace 4 meses

Barcelona, Barcelona, España PUIG, S.L. A tiempo completo
The Opportunity

Centralize the relation with the Global Customers and Distributors in the order to cash process (orders, deliveries, returns, claims and bad debt) and solve any issues to achieve the objectives fixed in terms of service and receivables.

What you'll get to do

Responsibilities/Key Tasks

Centralize the relation with the Italian Customers in the order to cash process:

Review and provide information about the situation of their orders

Deal with EDI/ SAP/e-mail orders

Review and provide logistic or descriptive information of products

Review and provide information about delivery data

Inform the customer of the out of stock that affects the orders

Review and provide information about invoice data (solve possible invoice issues)

Review and provide information about the collection and/or liability situation

Maintain a record of the most common issues and problems and their solving degree, so that the customer service is speeded up

Tasks within the Order & Delivery management process

Unblock the EDI orders, in EDI workflow and solve the problems to be able to create the sales order.

Review and unblock the orders for delivery.

Delivery issues/delay management

Modify orders and deliveries

Interlocutor with Delivery Monitoring (Logistics) for delivery issues Follow-up and management regarding faults

Review and provide info requested by the Customer

'Transport' management

Group deliveries to be prepared and shipped together to the customer.

Transport follow-up with Delivery Monitoring

Review and provide info requested by the Customer

Invoice management

Review and unblock the orders for invoicing and generate the billing document.

Overdue or Bad debt

Decision of the action to be taken together with Sales Team and Implementation of the agreed action

Claims management

Claim reception and analysis (Check with Commercial conditions, pricing...)

Creation of Credit/Debit note in the system

Credit / Debit note billing and AR compensation

Take care and register customer complaints

Customer relationship

Day to day communication

Responsiveness, provide solutions to customer requests

Analyze and share functional KPIs with customer to detect improvement areas.

We'd love to meet you if you have

Experience: Minimum 2 years in a similar job

Education:University Degree

Languages:

  • English: very fluent
  • Spanish: fluent
  • Italian: native or very fluent
A few things you'll love about us
  • An entrepreneurial, creative and welcoming work culture
  • Hybrid work policy