UK Customer Care Manager

Coordinate, supervise, give support to the team that centralizes the relationship with UK 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.

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

Experience: minimum 2 years in the role of CS Responsible

Education: University Degree 

Languages:

• English: native or bilingual proficiency
• Spanish:  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 skills

•    Ability 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)

• An entrepreneurial, creative and welcoming work culture
  
• A competitive compensation & benefits package
  
• Flexible work arrangements
  
• On onsite gym and restaurant