Customer Service Specialist, Europe
hace 4 días
WHAT DOES A CoE CUSTOMER SERVICE SPECIALIST DO?
The CoE Customer Service Specialist manages the end-to-end transactional order management cycle for all European markets (Tier1,2 and 3). This role reinforces support to Tier 3 markets and provides service to bronze customers across all European markets.
Prioritizing accuracy, speed, and consistency, the Specialist drives efficient, high-quality transactional operations and written customer communication. As a centralized function, it ensures seamless, process-driven customer service delivery across multiple European markets.
RESPONSIBILITIES - WITH OUR CONSUMER AT THE HEART, YOUR KEY RESPONSIBILITIES WILL BE TO:
• Accurately execute the full transactional order management cycle (order entry, validation, and timely follow-up) across multiple European markets, ensuring adherence to quality and process standards.
• Support Tier 3 markets and manage all interactions with Bronze customers across Europe, delivering clear, consistent, and professional communication.
• Collaborate closely with Customer Experience Partners in respective markets to align on customer needs, resolve issues efficiently, and ensure a seamless customer experience.
• Adhere strictly to the established Service Strategy, applying customer segmentation and tier-specific protocols in line with defined SLAs to prioritize and tailor service delivery.
• Proactively monitor order and system data accuracy, identifying discrepancies and driving corrective actions to maintain data integrity across transactional processes.
• Escalate complex exceptions and unresolved issues promptly to regional teams or subject matter experts, facilitating timely resolution and minimizing customer impact.
• Manage and resolve customer tickets efficiently, maintaining high standards of responsiveness and customer satisfaction, according to Service Strategy.
• Champion continuous improvement initiatives by identifying process bottlenecks, proposing enhancements, and supporting implementation to optimize operational efficiency and service quality.
SKILLS - THE SKILLS AND EXPERIENCE NEEDED TO CREATE YOUR LEGACY:
• Bachelor's or master's degree in engineering, Business Administration, Supply Chain Management, or a related field.
• Previous experience in fast-moving consumer goods (FMCG) is preferred.
• Strong attention to detail with a focus on data accuracy and process consistency.
• Proficient in SAP order-to-cash processes and transactional customer service.
• Excellent time management and ability to prioritize high volumes of transactional work.
• Service-oriented mindset with resilience to manage pressure and meet deadlines.
• Fluent in English
• Fluent in Italian or German is a distinctive advantage.
• Strong written communication skills tailored to remote customer interactions.
• Efficiency-driven and process-minded with a continuous improvement approach.
ARE YOU READY TO EMBARK ON YOUR NEXT MOVE?
• Do you dare to be different?
• Are you willing to question, challenge and innovate in pursuit of excellence?
• Can you work collaboratively and inspire others?
• Are you ready to make your mark?
Don Facundo Bacardí revolutionized the world of rums. As the cocktail industry continues to flourish every day, we strive to follow his legacy and delight the most demanding in the industry - our consumers That's where you come In
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