مسئول امور مشتریان

Job Description

Customer Service Executive

POSITION SNAPSHOT
Location: Head Office/ Tehran /Iran
Company: Nestlé
Full-time.
POSITION SUMMARY
To manage the order to cash end-to-end process delivering the agreed service levels (total availability), optimizing the cost to serve.

A DAY IN THE LIFE …

Demand Capture:
- Complete and resolve all demand capture failures
- Discover any unexpected problems and raise to manager
- Capturing orders manually in system if needed

Order Fulfilment:
- Create deliveries

Ensure all Orders are fulfilled correctly based on availability
- Manage Delivery Creation issue in collaboration with relevant stakeholders
- Closing open lines with demand planner collaboration

Billing:
- Send PDF of Invoices to customers on weekly basis
Returns and Refusals:
-Capture and register Return and Refusals requests
Use of reason code methodology to record appropriately root cause.
Provide 360 visibility on status of orders to customers and internal teams.
Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines.
Identifying, analyzing and initiating the escalation process based on the escalation criteria.
Participate in operational review meetings and contribute to continuous improvement of processes, for a more efficient exception management process meeting all internal and external KPI's.

• What will make you successful?

• Having good knowledge of Microsoft Office (Word/Excel/power point)
• Having experience of working with any ERP system will be advantage. (SAP, 1C)
• Fluency in English, both verbal & written communication
• experience in supply chain, Customer Service, Call Centre or material handling
• Passion for working with customers, internally and externally
• Having good soft skills to communicate with stakeholders
• Passion for learning new skills
• Analytic mindset
• Shows a strong desire to develop trust and long-term relationships
• Proactiveness for service improvements and responsive to customer demands
• Ability to work under stress and pressure situation
• Ability to make right decision