Customer Service Stock Administrator
il y a 2 semaines
**Requisition ID**:1755**Location**:Louvain-la-Neuve, BE**Department**:MAS-MSC-Logistics**Shift**:Full-Time**Kind of contract**:Open Ended Contract**Mission**
As Customer Service Stock Administrator, you are in charge of the processing and delivery of customer orders (internal & external customers) to ensure a near perfect day to day customer experience.
Your responsability is also to maintain the stock levels of spare parts and you are responsible to ensure than the stocks in our ERP (Enterprise Resource Planning) as well as in our user interface, reflect the reality of the physical stocks
**Challenges we trust you with**
**Handle day to day customer service**
- Receptions of orders and the technical requests, follow up and prepare occasionally quotations
- Fast and correct order booking: zero-defect customer service as a rule
- Accurate quotations on time
- All customer requests are answered or dispatched within the shortest response time
- Analyze the requests and the feasibility according to the various logistics constraints, stock levels, service level agreements
- Follow up delivery status and deliveries on time, continuous monitoring of the performance of our 3PL partner and their forwarders
**Communicate with customers**
- Incident management, customer inquiries handling, complaint management
- Proactively resolved service incidents
- Ensure the best service to meet the customer expectations/ SLA requirements (Service-Level Agreement)
**Be the interface contact with related departments**
- Efficient communication & relationships with related departments (Purchasing, Planning, Transport, Warehouse, 3PL partners)
**Work in close contact with Customer Service Stock Associate team on various topics such as stock management, improvements, projects**
- Efficient communication and collaboration with CS (Customer Service) Stock Associate team
**Analyze issues with impact on customers and implement appropriate solutions**
- Act as facilitator
- Reported problems and implemented solutions are documented
- Able to set and adapt priorities when unexpected situations occur in order to minimize the impact on the customers
- Efficient work is done, even under pressure
**Participate to KPI definition, respect and communicate them**
- Activities reported to your manager/business lines leaders (formal through KPI + informal) on regular basis and with the required level of details and accuracy
- The management has the proper reporting to make decisions and follow activities
**Manage and update databases**
- Updated, correct and reliable database; no issues in customer database (Salesforce/ServiceMax) and recommended spare parts list
**Prepare import/export regulatories specificities**
- Management of specific documents related to import/export regulatories (proforma invoice, packing list, brokers requirements)
- Communicate & collaborate with the Customs Program Manager
- Maintain the relationship with international brokers to support the projects and ensure a smooth & efficient exportation/importation
**What we value**
**You have**:
- A strong experience in Customer Service (stock management, transport, customs,...)
- Excellent communication skills in French and English (spoken and written) for the day-to-day operations
- Office tools (Excel, Outlook)
- SAP knowledge
**And you also are**:
- A team player and collaborative work is key for you but you are also able to work on your own
- Customer oriented
- Rigorous with a strong professional awareness
- Organized and stress resistant
The job will be located in Belgium (Louvain-La-Neuve). The organisation of the team involves a system of on-call (around 1 week each month).
**Cherry on the cake**
You have knowledge of Customs, 3PL Management and Salesforce.
**Life at IBA**
Diversity is fundamental to our culture. We value the uniqueness of individuals and the different perspectives and talents they bring to IBA. We learn from and respect the cultures in which we work, promote diversity within our workforce, and have an inclusive environment that helps each and every one of us to fully contribute to IBA’s success.
The identity of IBA is characterized by a group of colleagues driven by motivation, curiosity, creativity, the desire to learn on a daily basis, by technical challenges and above all by a highly developed team and family spirit that makes the daily life smoother and more enjoyable
By joining a team of about 40 nationalities and working on more than 45 different sites on 3 continents, IBA offers you the opportunity of a meaningful career with a direct impact in the fight against cancer.
**We are driven by**:
- Innovating in a cutting-edge technology environment
- Developing professional and personal skills by learning on the Job; by participating in challenging projects; top class courses
- Evolving in a friendly culture environment based upon solid values (dare - share - care - be fair)
- Acting autonomously and belonging to motivated team
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