Adăugate 1 month ago

Customer Service Specialist

LocațieBucuresti, Bucuresti, Romania PP Adecco

Tipul Job-uluiSpecialist

Dată2020-06-16

CategorieCall Centre and Customer Service




Customer Service Specialist


Adecco Romania it's recruiting a Customer Service Specialist for one of it's clients.  

Role Intent
The Customer Service Specialist (CSS) supports the customers service and commercial business in specific activities, acting also as back-up for customer service representatives. The role is using wide and dynamic base of information and resources.
Customer Service Specialist (CSS) interfaces with customer service leader and also with customer service representatives and coordinates multiple activities which to ensure proper functionality and no interruption in the business. 
The CSS manages prices entries, monitors billing block for orders, ensure in time release for credit blocks and correct flow for transaction execution based on company policies and procedures (SOX compliance). 

Key Responsibilities   

• Pricing coordinator – ensure commercial policy in place has the right approval flow and handles pricing set-up for commercial units. This request the ability to use different tools and analyzing skills.
• Handling credit blocks for invoice correction, dispute case, sales adjustments. Ensure proper approval flow and in place DOA for executing such transaction. Investigate disputes raised and monitor completeness
• Follow-up on credit blocks with credit department. Ensure active customer portfolio confirmed for the season in place is not affected from shipment side by missing credit or delayed credit set-up.  
• Responsible for execution and review of SOX control. Ensure monthly review for OTC process, review and document transactions handled by customer service representatives. Provides feedback in relation to transaction execution to customer service Lead and coordinate review for specific reports with the Commercial Leader.
• Customer management
      o ensure completeness of commercial contracts – received/ in place/ approval flow. 
      o monitoring collaterals database – checking and review of collaterals received; active correspondence with commercial and credit where is needed. 
      o responsible to initiate and resolve any action in connection with the dispute/claims raised by the customers. 
• Reporting, Metrics, Audits: supports overall Business by providing appropriate Customer, Sales, Shipments reports; tracks On-Time-Delivery, Invoice Accuracy, Customer Complaints, Speed-of-Resolution and Delivery-inFull; regularly obtains customer feedback to continuously improve service delivery.
• Back-up position for customer service representatives for OTC process (order entry, delivery monitoring etc) 

Key Stakeholders and Interactions  

• Internal: Customer Service Leader, Customer Service Representatives, Credit, SME, Commercial
• External: Customers, External auditors

Key scorecard  

• Understand the business and ensure proper execution
• Proactive implication and issue resolution
• Zero non-compliance during internal or external audits
• Create business value through transaction optimization
• Customer service metrics
• Comply with internal and external control requirements 
 

Job Qualifications 

• University graduate  
• At least 2-3 years’ experience in a similar position or in customer service
• Good command on English for both verbal and written communication  
• Strong attention to details; analytical skills
• Strong coordination skills with good initiative to problem solve  
• Ability to work autonomously, but also as a team player
• Cross-functional collaboration
• Intermediate to advanced knowledge of Microsoft Office (Word/Excel/PowerPoint)
• ERP system knowledge (SAP) and financial background 

All the candidates that fit the above requirements are kindly invited to apply online. We will contact only the suitable candidates for this position in maximum 3 weeks. For more job openings please visit our website www.adecco.ro and register your CV in our database to be eligible for current or future job openings. All application are considered strictly confidential.  By sending your personal data through electronic mail to any e-mail address ending in “adecco.com” or “adecco.ro”, through social media platforms (Facebook, LinkedIn etc) or by applying through an on-line job platform, you agree expressly and unequivocally that such data to be processed by Adecco group companies. More details can be found here. Any complaint regarding the processing of personal data, please contact the dataprotection.romania@adecco.com.
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