Customer Service Specialist

Customer Service Specialist

To ensure high Service Level to customer through smooth Order – Delivery process in conformance to Customer Agreements and business requirements throughout Paulig markets. Make sure that communication with the customer related to the order process has been handled on expected level. The purpose of customer service is also to act as a link between customer and other departments (logistics, IBP). Ideally customer service also supports sales teams related to sales and order flows information, enabling higher sales and customer satisfaction.

GENERIC ROLE DESCRIPTION –for the role as Customer Service Specialist

• Ensuring smooth Order to Delivery process and Customer order handling and the activities taken are in line with customer agreements and business requirements.
• Managing invoices towards customers.
• Create credits and debits
• Coordinate information flow between internal and external customers, supplying the information needed for Service Level and out of stock information.
• Coordinate the information flow to and from Customers – Claims, quality, service requirement, logistics claims, price corrections, feedbacks etc.
• Handle claims
• Ensuring outbound delivery conformance to legislation and customer requirements – arranging of Export Clearance, Certificates and other required or agreed documentation.
• Handle stock replenishment/ intercompany orders through Transfer and Purchase Orders for nominated warehouses
• Actively support supply and demand planning with document handling, stock levels and pointing out risks such as obsolete stock
• Supporting of other departments in arranging special deliveries and logistics solution
• Closely collaborate and support other relevant Paulig teams, logistics, IBP, finance, sales
• Give input to Paulig organization on Service Level, Service Level hit and claim reasons in order to take action and improve
• Be a link between customer/production and purchase (supply/demand and material planning)
• Work closely towards our own and 3PL warehouses
• Generate purchase orders to direct deliveries towards customers from suppliers
• Communicate with the carriers, missing goods and claims.
• Continuously develop the processes and way of working to increase efficiency

Key parameters for success; KPIs and Targets

• Service level
• Claims
• Continuous improvement

Language skills: Fluent Dutch, French and English