Customer Service Officer - CS&L Support

Job Purpose Acts as a liaison between the company and customers and assists with orders, complaints, and inquiries to ensure customer satisfaction.Duties and ResponsibilitiesTakes orders through online platforms, emails or directly from the account manager.Informs customers in case of any out-of-stock products.Replies to all customer inquiries on anything related to the company’s products.Informs account managers in case of any client credit issues to be resolved.Inputs email orders on the SAP system and replies with data on the delivery date and product availability.Sends a report to account managers three times a day regarding any issues with customers that can be resolved from their side, such as credit issues.Handles orders from plants (primary distribution) as well as orders for non-alcoholic beverages (NAB) and alcoholic beverages (AB) and PepsiCo.Follows up on all orders on the Business to Business system and informs customers in case of any issues.Send some orders to primary distribution.Handles all service complaints related to sales, drivers, and technicians. Inputs data on the system and informs the relevant teams to ensure that the issue is resolved on time based on service level agreement terms.Aligns with the supply chain department in case of complaints related to product shortages.Informs distribution manager of any issues related to delivery of products, such as inaccurate quantity.Handles and informs the quality team about finished goods’ complaints from consumer or customer or warehouses. Awaits feedback and reports any quality issues to the management.Handles complaints related to material-handling equipment. Registers complaints and informs the relevant parties.Ensures installation and de-installation of assets (fridge or draught) based on customer requests.Handles any visibility issues in collaboration with the marketing team.Conducts a “voice of customer” survey by calling customers and asking about their satisfaction and recommendations. Suggests action plans based on the survey results.Performs a maintenance survey by asking clients about the performance of the maintenance team.Updates and sends case fail rate (CFR) report to the supply chain team.Updates the performance dashboard with information on all the received calls, abandoned calls (reasons: agent, queue, other), and sales orders.Updates the PepsiCo dashboard with data on the number of orders for PepsiCo, volume in hectoliter, etc.Updates the complaints dashboard including: complaint sources, analysis versus the previous year, complaint per product, complaint per factory, etc.Updates the customer request order report and sends it to the sales team on a daily basis.Develops monthly maintenance and installation survey reports.Disclaimer: Other duties assigned as needed.Education & Experiences Educational BackgroundBachelor degree in Business Administration is preferableYears of Experience0 -2 years of experience in in managing Call Center\Customer Service function.Qualifications & Other Requirements Excellent command of English LanguageSkills in Microsoft (Excel & PowerPoint), Power Bi is a plusProfound knowledge of ERP\Quality systems, preferably SAPProfound Knowledge of CRM systems, preferably SalesforceFunctional CompetenciesCustomer Service StrategyDefine the vision and strategy for customer service in order to implement jointly agreed plans and terms for long-term sustainable growth fully aligned with our business strategy.Customer CentricityCreate a superior experience for our customers, by continuously understanding their needs and acting on it, in order to driver profitable revenue growth in their business and for Heineken.Customer Service CollaborationConnect and build quality authentic relationships with customers in order to create value for our consumers, customers, distributors and OPCO that is fully aligned with our business strategy.E2E SC UnderstandingDevelop a deep understanding of OPCO and customer end to end supply chain processes, their interdependencies and to apply this knowledge in the daily operation to deliver excellent service and cost management while sustaining safety excellence.Customer Service OperationsManage day-to-day customer service activity, including a disciplined, clear and cost-effective process from order placement to customer delivery/billing, as well as handling of Request, Query and Complaint (RQC) from customer, to ensure perfect execution and customer satisfaction.Commercial & Financial ConfidenceUnderstand and explain the business strategy and cost of supply chain operations and incorporate this into an effective customer service decision-making process.Personal Skills ProactiveSelf-motivatedCustomer and Detailed orientedInterpersonal\communication skillsNegotiation skillsProblem solving and Decision maker; able to respond swiftly to arising issues take quick decisions.Able to manage stress and motivates