Customer Service Executive

Nitelikler/Qualifications, İş Tanımı/Job Description:



We are seeking a "Customer Service Executive" with the following qualifications for our client which is operating in the FMCG industry.

Minimum 4 years of experience in Supply Chain operations,
Excellent communication skills in English,
Very good level of MS Office applications,
Good level of SAP knowledge,
Strong analytical problem-solving skills,
Good communication skills, acting as a team member,
Good at working with details,
Ambitious, confident and able to take initiative,


Optimize order to cash cycle and reduce cost to serve and increase operational efficiency,
Optimize order pattern for customers, increase order size and reduce complexity,
Proactively drive and manage value-added sales&supply chain activities by close collaboration with customers, analyzing data and taking corrective actions,
Set up close collaboration with customers and implement scorecard to track performance with customers, meet with customers regularly,
Manage order management specialist team to ensure effective and timely management of orders for CS specialists,
Manage timely return order capturing,
Resolve CRR issues with customers,
Analyse KPIs on regular basis and drive root cause analysis for deviations from targets and prepare action plans for improvements with internal stakeholders and customers,
Implement quota management whenever necessary,
Follow up deliveries and contact with customers/3PLs whenever necessary,
Review stocks by location and allocate the order to warehouses to improve route planning,
Review credit control issues and resolve with finance before processing,
Share orders with transportation specialist,
Manage order processing team for new order capturing, return management and invoicing,
Correct mistakes on the orders and deliver to customer service specialist,
Calculating charges and process billing or payments,
Cooperating with Accounting Department for Invoice Issues,
Reporting reasons of quantity variance based returns,
Cooperating with IT Department About System Errors and Improvement areas,
Informing customer about delivery dates and order fill rate,
Coordinate with customers about quantity of return and agree on collection process,
Calculate the amount of return and align with necessary KAM,
Having received approval from KAM, proceed with collection,
Review the quantity of return and define collection timings,
Capture return invoices in SAP, compare with physical count, if deviation happens, align with KAM,

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