Customer Services Officer
Quality, innovation, sustainability and strong brands - that is what makes FrieslandCampina one of the world's largest dairy companies. With more than 23,500 employees, we are represented in over 100 countries with a diverse range. With more than 200 employees, FrieslandCampina Spain produces and commercialices high-quality and delicious dairy products for consumers in Spain.
FrieslandCampina Spain is looking for an experienced "Customer Service Officer" for its location in Barcelona. As our Customer Services you will be the first point of contact of a customer / region Spain, being customer focused, making efficient the Order to Cash processes in order to deliver and invoice our products to our customers with the requested amount, quality and information at the desired timeslot with the lowest costs and highest customer satisfaction.
What we ask
Knowledge / Work Experience
- High School/Administrative degree, 5 years of experience in a customer service environment, preferably in Supply Chain within the FMCG industry
- Knowledge of SAP system
- Knowledge of MS Office
- Fluently in Spanish & English, written and spoken
Skills
- Strong communication skills, written and spoken
- Stress resistant, work under pressure
- Works accurate and efficient
- Works independently and is a team player
- Service minded
- Process optimization
Attitudes
- Customer focused with desire for excellence
- Pro-active
- Problem solver, continuously looks for opportunities and improvements within daily work context and take ownership in implementing solutions
What we offer
- Friendly corporate culture with flat hierarchies in a dynamic and a motivated team
- Challenging position within a growing organization
- Opportunities for personal and professional development through our in-house academy
- Competitive salary and benefits
- Hybrid way of working in the home office and in the office
Vacancy description
The Customer Officer is part of the Customer Supply Chain Spain within the business group Consumer Dairy. Customer Service is responsible for planning and delivering consumer dairy to Spain. Your main accountabilities will be:
Customer Care:
- Service a specific customer/a set of customers : answer customers requests for information or supports (i.e. answering questions on delivery or complaints) in order to provide correct and full information on time
- Informs customers pro-actively based on requests or on desired information to deliver an optimal customer service experience with different communication channels and techniques
- Captures notifications or complaints in systems and aligns with stakeholders to find answers to inform customers correctly and on time
- Handles special requests such as urgent deliveries, specific delivery conditions or value added services in order to deliver a high customer satisfaction and manages requests with related departments
- Executes special projects on specific products such as phase-in or phase-outs products and inform customer accordingly
- Processes returns together with related departments (e.g. Logistics, Supply, Customer Complaints Officers)
Order Processing:
- Executes order entry aiming to deliver the right amount and quality of product in time to our external and internal customers (order entry via mail, EDI).
- Checks and completes order entry within set deadlines to secure on time delivery
- Advises in order amount to optimize the customers conditions for ordering
- Signals and informs stakeholders in case of unclarity or (potential) issues related to order delivery
- Able to run an ATP check on deliveries, Idoc management, shortages of stock management
- Informs customers and sales account managers pro-actively on out of stock information and suggests alternatives and creates out of stock queries and reports. Besides, responsible for daily out of stock registration in out of stock monitor in case of customer specific out of stock
- In case of scarcity, ensures distribution of available products over open orders, given the set of guidelines and procedures
- Plans retour orders in system and generates credit notes and invoices for handling complaint. Takes into account the complexity of legal entities when generating credit notes and invoices
- Monitors Make-to-Order products and align with planning and customer on on-time delivery. The complex and different supply chains (varying lead times) needs to be taken into account
Invoicing and bills of loading & cash collection:
- Analyzes issues with invoicing: Account overdue follow up / Execute dunning activities to cash on time/ Claim payment details and follow up with Shared Services / Account debit/ credit clearance
- Processes bills of loading on time (e.g. returnable transport items, returns) aiming for correct and efficient invoicing
- Captures notification on bills of loading in system and signal and pro-actively communicates issues
- Creates commercial credit invoices based on approved commercial documents
- Handles debit and credit orders in case of e.g. missing or broken articles in deliveries
Complaint Handling
- Processes product quality and logistical complaints and/or customer order related questions
- Gathers all information needed for correct complaint handling and report the complaint in SAP
- Does the follow up of complaints to ensure that they are investigated within the determined lead times
- Informs internal stakeholders on complaints if needed
- Plans return orders in system
- Informs logistics department and QA department on retour order to block stock
- Follows up on correct retour handing of stock
Information, communication, processes & improvement
- Aligns with internal and external cross-department stakeholders to implement or optimize complaint handling processes
- Standardizes and implements ways of working and describes associated work processes
- Responsible for technical procedures and master data information in complaints handling management system SAP
- Gathers and processes both qualitative as quantitative data in order to analyze customer complaint data & runs local reports on customer complaint data
- Signals complaint related risks and informs Customer Care Lead to take preventive action
- Monitors execution of daily tasks and signals potential (threatening) deviation in order to be able to react on time
- Identifies small improvements on daily operational activities or customer related topics and is able to implement these
- Continuously looks for opportunities & improvements within daily work context & discusses with team lead
- Secures clean desk way of working in SAP and analysis problems if occurred
- Takes responsibility of all remaining customer team overlapping activities