Customer Service Coordinator - Temporal

Overview

The role is responsible for supporting the Cluster Supply Chain team with general customer service administration, order management and order fulfilment and execution support. Key duties include field supply chain communication with different customers and tasks coordination at national and state levels as well as supporting field SC training programs.

Responsibilities

Order Management & Order Fulfilment:

• Perform order check and validation. Handle failed deliveries
• Capture Order (excl. order validation) – Receive standard order details from sales/customer and capture order in the system (standard and promotion orders including samples/ donations)
• Change Order – Receive order change request from Sales/customers and update the same in the system
• Cancel Order – Receive order cancel request and update the same in the system
• Create and maintain logistics code and physical logistics characteristics
• Share internal logistics sheet per customer and SKU
• Optimize Logistics – Optimize orders in terms of shipping combinations and create filler order for FTL delivery (if required)
• Perform stock check and confirm quantities with SP – Check product availability/out of stock (stock at hand) and confirm order quantity ; Align on Logistics characteristics
• Create delivery in the system – Create final delivery details and confirm in the system
• Close unconfirmed orders – Identify undelivered orders and items; Cancel and close the undelivered orders
• Optimize and create filler orders - Agreeing with customer if extra order can be created
• Handle Block orders: gather information and resolve isue
• Manager return of empties
• Reporting => Generate/create/send report

Manage returns/refusals:

• Manage returns/refusals (Receive information about refusal order Initiate process for legal procedure, if required)

Other activities:

• Contacting customer to find a solution and adjust communication in line with business content to find most efficient solution for complex requirements
• Coordination between call center and departments (in person, by phone, zoom meetings, email)

Qualifications

Qualifications:

• Profieciency in Spanish (native) & English proficiency (B1 level or higher) is required.
• Previous exposure to similar role is a plus

Abilities:

• Excellent analytical skills and numerical abilities;
• Great communication and interpersonal skills;
• Strong Excel & Office package knowledge mandatory;
• Able to handle multiple projects within tight deadlines;
• Results oriented;