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UK Customer Care Manager
hace 2 semanas
The Opportunity Coordinate, supervise, give support to the team that centralizes the relationship with Customers and Distributors in the Order to Cash process (orders, deliveries, returns, claims and bad debt), look for continuous improvement and solve any issues to achieve objectives fixed in terms of service and receivables. What you'll get to do Supervise the relationship with clients 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 Manage critical situations related to unpaid documents Maintain a record of the most common issues and problems and their solving degree, so that the customer service is speeded up Analyse statistics and compile accurate reports Involvement in staff training and appraisals Manage and supervise the Order to Cash flow of activities of his/her team 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 with the Front Office Executive and unblock the orders for delivery Analyze & modify orders and deliveries along with the Front Office Executive Returns & Rejects management and follow up Delivery issues/delay management Modify orders and deliveries Liaise with Logistics for delivery issues, Follow-up and management regarding rejections and faults Review and provide info requested by the Customer (internal and external) Transport management Group deliveries to be prepared and shipped together to the customer. Transport follow-up with Delivery Monitoring / Logistics Review and provide info requested by the Customer Invoice management Review with F.O. Executive and unblock the orders for invoicing and generate the billing document Provide invoice copy to the customer by e-mail, mail or EDI Overdue or Bad debt Decision on the action to be taken together with Sales Team and Implementation of the agreed action Follow up on Credit Limits and take Legal Actions Interact with the Credit Risk Committee Claims management Work with F.O. Executive on claim reception and analysis (Check with Commercial conditions, pricing…) Support on the Creation of Credit/Debit note in the system Credit / Debit note billing and AR compensation Take care and register customer complaints Customer Master Data Update customer master data (address, telephone, contacts, etc,) other fields not allowed by Audit Review company, sales area data, etc. Material Master Data Review material master data for all brands; Pricing and Discounts Review local commercial conditions and price list Customer relationship Day to day communication Customer orientation, responsiveness, provide solutions to customer requests Coordinate relationship with Customer in order to improve the satisfaction We'd love to meet you if you have Experience: minimum 2 years in the role of CS Responsible Education: University Degree Languages: Spanish: native or bilingual proficiency English: fluent or very fluent (written and spoken) Competencies Responsibility / Commitment / Motivation Teamwork & Cooperation Adaptability to change / flexibility Proactivity Service & Efficiency oriented Time management / organization Ability to work to targets and deadlines, goal-oriented focus Ability to handle pressure and the workload Analytical skills Ability to listen and active problem-solving skillsAbility to train and motivate team members Positive attitude & positive language Good communication & interpersonal skills Politeness, tact and diplomacy Emotional intelligence Confidence, patience Creativity / innovation Sales/Commercial experience is a plus Specific Knowledge required OTC processes SAP Microsoft Office /Excel (Intermediate and/or Advanced level) A few things you'll love about us An entrepreneurial, creative and welcoming work culture A competitive compensation & benefits package Flexible work arrangements On onsite gym and restaurant #J-18808-Ljbffr
