Delivery Monitoring & Service Claims Coordinator

Delivery Monitoring & Service Claims Coordinator (M/F)

Tork is a brand of the Essity Group, which offers hygiene products to professionals through generalist or specialized (B2B) distributors: from restaurants to healthcare establishments, including offices, schools and industries.

Among other things, we sell dispensers, hand towels, toilet paper, soaps, napkins, wiping paper reels and non-woven cleaning cloths.

Tork is a committed partner in more than 110 countries, driving innovation for more than half a century. Sustainable development and digitalization are at the heart of our strategy, which is why we have also developed two innovative and pioneering services: a hand towel recycling service that helps limit the carbon footprint of customers, Tork PaperCircle® and a data-driven cleaning service, Tork Vision Cleaning®.

Thanks to its expertise in hygiene and its functional range, Tork has become a leader in the professional hygiene market.

About the Role

Following the evolution of our employees within the company, we are offering Delivery Monitoring & Service Claims Coordinator position within the France Tork Delivery Monitoring & Service Team in our Saint-Ouen office.

You want to join a dynamic, structuring team with a key role in the company? Let's talk!

What You Will Do

1. Responsible for communicating with internal stakeholders (supply chain, Customer Facing, warehouse, haulier) to treat any issue impacting the customer
2. Collaborates with the Supply Service to align on actions to mitigate risks and customer impact
3. Coordinates with Customer Facing and Supply Service any customer request that may have impact on warehousing or transportation
4. Proactively communicate with Customer Facing when a contact with the Customer is required
5. Manages returns delivery
6. Receive and manage all customer claims related to service
7. Analyzes service claims and coordinates with other organization units to solve them.
8. Execute resolution of service claims according to analysis
9. Executes the automatic communication to customer in case of approval and escalates to Customer Facing for invalid claims
10. Attach all relevant information regarding the resolution (invoice, POD…) and create Quality Notification with Basic Data
11. Fill in C4 Case fields with all details provided by Customer (e.g. Case categorization, delivery / order impacted…)

Who You Are

• Knowledge in Logistics operations & claims resolution, especially in Customer Service and Customer Logistics
• Commercial oriented
• Strong administrative skills, ability to manage multiple tasks simultaneously
• Ability to work with cross functional teams
• Strong conflict resolution and solution orientation
• Customer-focused; customer service skills Written and oral communication skills
• You are Fluent in French and English
• You are motivated, proactive and enthusiastic

What We Can Offer:

• 2 days of home office per week for eligible employees and a daily allowance and a comfort allowance to adapt their home.
• Subsidized company restaurant.
• Participation and profit-sharing bonuses.
• 60% reimbursement of the transport card or a mileage allowance.