Customer Service Specialist

Location: [[Bucuresti]]

Function: [[Supply Chain]]

Sub Function: [[Customer Service]]

Type of Contract: [[Nedeterminat]]

1.  Key responsabilities:

Customer Relationship Management

• Builds relationships with customers, generating trust and credibility and proactively fulfil customer service requirements
• Understand customer logistic realities, specificities and limitations
• Collaborate with customers to eliminate non-value added activities and to understand and anticipate current and future customers and consumers needs and expectations.
• Improve together with customer the order behaviour in order to create the premises for service level improvement
• Triggers actions towards common way of working and processes development together with customers and internal departments
• Collaborative forecast generation (at weekly and monthly level) and follow-up
• Develop and drive improvement action together with customers and other departments for forecast accuracy improvement
• Stock replenishment and empties management using internal tools following the commercial policies agreed with the customers and RPM management policies
• Service Level Agreements monthly follow-up in order to reach a common internal and external understanding
• Daily stock level at customer follow-up at sku level and initiate and propose product allocation criteria
• Daily monitoring of sales and empties returns orders statuses
• Ensure order status real time visibility for customers in a proactive way

Customer Service Planning

• Understands the impact of Customer Service on the Company strategy and cost
• Understand the customer satisfaction and cost drivers and propose improvement actions to increase the service level and optimize the cost

Order process management

• Perform the sales and returns order intake, order processing, order tracking and receiving flows providing information to customers about the order status in a proactive way
• Perform the stock availability check at Heineken premises and initiate proposal to minimize the risk of Out of Stock at customer level

Complaints management

• Act as a single point of contact for customer complaints, solve disputes and lead the claims solving process
• Execute the complaints management process and contributes to the improvement of customer service quality results by effectively and pro-actively deal with complaints while maintaining a business relationship
• Resolve effectively and efficiently customer complaints by assessing the root causes and taking the right counter and preventive measures
• Act towards complaint prevention by anticipating and in time solving of potential future dysfunctionalities

RPM management:

• Mobilizes other functions and customers to improve the management of returnable packages
• Reacts quickly to solve returnable packages availability issues
• Monitors returnable packages to ensure adequate availability levels
• Initiate actions to ensure returnable packages availability according to production plan

Reporting

• Supports the S&OP process, transportation, warehousing and RPM related activities and the sales department by sending out timely and accurate information

General responsibilities

• Develop and maintain constructive and cooperative working relationship with all stakeholders and all customers, ensuring cross-functional alignment
• Ensures fully compliance with local legislation and HEINEKEN policies (Quality, Safety, Environment, Code of Business Conduct, Performance Management and any other policies)
• Understands the financial and logistics impact of Customer Service in the organization
• Understands the commercial processes and objectives and its relevance for the Order to Cash process and incorporates the commercial strategy
• Understands the interdependencies between S&OP, sales and supply chain process, customer service level, working capital, asset utilization and operating cost
• Ensure the execution of the Accounts Receivables process accurately, according to company policies and procedures
• Collaborates with customers and internal stakeholders to streamline the Account Receivable flow and executes related operational tasks following the agreed procedures

5.  Job requirements :

5.1 Education:

• University Degree

5.3 Other requirements (competencies, abilities, behaviors):

• Customer empathy
• Excellent communication skills
• Commitment and flexibility
• Excellent cross-functional cooperation and collaboration
• Learning agility and analytical skills
• Conflict management

In Romania, HEINEKEN has more than 1.000 employees who works in one of the 3 breweries, on the field in Sales or at the Head Quarter.

We are the company with the most diversified portfolio of beer and cider on the Romanian market and we offer our consumers quality products, extraordinary brands and unique experiences.

We are dynamic people, who put passion in everything they do.

We believe that working at HEINEKEN Romania means more than producing beer and cider: it means developing new products and bringing unique experiences into the lives of people who choose to consume the products in our portfolio.