Sd135 Customer Service Specialist
hace 3 semanas
We are currently searching for the best candidates for a Customer Service role, located in Madrid.
Our Customer is a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses.
The Customer Service Specialist is responsible for enabling the efficient flow of orders and providing logistics customer service support for the KABU flows supported by the GV Porto Retail Hub.
The position reports to the responsible for Market Supply Chain and works coordinated with GV Porto RFH and the EMEA SC regional teams.
This position has significant impact over the improvement of the service for store orders in support of the European order demand served from the GV RFH Porto.
RESPONSIBILITIES:
Order integration & fulfillment
Consolidate order fulfillment information from all sources of supply/laboratories, track andreport on service performance
Track the correct integration of orders into the corresponding systems, analyze, coordinatecorrection of problematic orders (order integration, status, calculation, master data...)with corresponding teams (Master Data, IT, Lab Customer Service, Logistics) to enableefficient flow of orders throughout the KABU flows.
Follow up on order quality issues with sourcing laboratories in support of the GV RFH Portoand coordinate resolution with sourcing labs.
Support invoicing issues and create credit notes in coordination with the Finance team.
Coordinate with the supply & inventory specialist on product shortages in the RFH site andfollow up recovery plans.
Organize and follow up recovery plans with the regional OP&F and sourcing labs whenservice is attacked.
Give guidelines to the different stakeholders involved in the fulfillment process of the stockflow so that perpetual synchronization of operations ensures the highest fulfillment rate.
Order Planning:
Validate/collect rough-cut capacity planning input with RFH Porto, and report on change tothe regional Supply Chain OP&F team and sourcing labs.
Detect and report on deviations between plan and actuals.
Support set up of new flows and adaptation of the routing of orders across the sourcing
network, following guidelines given by the regional OP&F team.
Reporting & projects:
Consolidate service reporting view, monitor and prepare KPIs, orders status and shippinglist to track order fulfillment performance and identify sourcing risks to update to RFH/Operations team.
Participation in new projects regarding the implementation of stores/banners and others in support of the KABU flow.
NETWORK OF INTERACTION
Internal: GV RFH Porto Operations (Customer Service, Logistics, Production, Quality), EMEA
Supply Chain, EMEA Transportation, EPROM/Master Data, IT, Finance.
External: N/A
REQUIREMENTS:
Educational background in Industrial Engineering, Business Administration, or equivalent internal career progression. Good to have a Master Supply Chain.
From 3 to 5 years of experience in Supply Chain/Logistics/Customer Service.
Hands-on experience supporting a multi-category order-fulfillment operation for retail/e-commerce and working with warehouse, logistics, supplier teams, master data/IT.
Technical/functional knowledge of IT systems: ERP, Planning, preferred SAP.
Experience in data analysis with Microsoft Excel, QlikView, Power BI and similar.
Languages: English & Spanish: mandatory. Portuguese: Nice to have.
Soft Skills:
Team player, capacity to work cross-functionally.
Strong analytical, problem solving, organization skills.
Excellent communication skills, capacity for synthesis and formalization.
Continuous improvement mentality.
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