Lead Customer Care Officer
il y a 1 jour
Lead Customer Care Officer & process owner
- Supply Chain
- Bruxelles
- Full-time
- Belgium
As the Lead Customer Care Officer & Process Owner you will be part of the Customer Care Team where support is given to the Field Sales teams in the Lead-to-Cash flow, from quote and agreement creation to administrative management of the customers within our systems, including complaints management.
One of the priorities is to give adequate support to the Field Sales team together with the Front Office Team where quotes, agreements and installation orders are created for new and existing customers.
Next to that you will become the expert of all Customer Care processes, including billing and invoicing of ingredient/machine orders, price indexation, case management,. For this you will also closely collaborate with the 'Quote-to-Cash Business Process Owner' who oversees the processes and user interface within Salesforce, together with the central development teams. The goal here is to create clarity colleagues by having clear process descriptions manuals that allow for back-up and quicker onboarding.
In this role you will therefore become the first point of contact for questions on daily operations within the Customer Care team that you will be able to answer by help of documented process, or with support of the QTC BPO.
Given the variety of tasks, depending on the activities and varying workload throughout the year, one of your strengths is your ability to easily shift focus and support the Customer Care team to set the right priorities. By doing this you will build knowledge on the different tasks and processes and detect areas of improvement that can either by tackled within the team or in collaboration with the BPO QTC or other departments.
Key tasks:
- FO/Sales in creation of quotes and agreements
- Peaks in workload (team-specific)
- Back-up periods
- Become process expert for all Customer Care processes
- Document procedures and keep them updated
- Key-user for QTC BPO to support with testing and deployment of new Salesforce functionality
- Price Increase (operational) implementation lead
- Allow for support (by FO) of Ingredient Sales in case of peak workload or holiday/sickness
**Qualifications**:
You get energy from:
- Working in a team and making sure we get the job done together
- Finding (creative) solutions or better ways of working
- Being the expert and first point of contact within the Customer Care Team
- Supporting the team through learning and change processes
Prerequisites:
- Knowledge of Excel
- Previous experience in Salesforce and/or SAP is a plus
- Written and spoken excellence in Dutch and English. Good understanding of French.
- University degree; Educational and/or experience based background
Additional Information
**What’s it like to work at JACOBS DOUWE EGBERTS?**
We are proud of our passionate, driven associates that challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious - JACOBS DOUWE EGBERTS: A coffee for every cup.
Working with us means you’ll be making an impact in a fast-paced, collaborative environment. We work as a team, celebrating success and supporting one another. Our associates work with a diverse group of like-minded people, in an innovative environment committed to doing the right thing - all across the world. What you do here will get noticed.
At JACOBS DOUWE EGBERTS we are inspired by our belief that it’s amazing what can happen over a cup of coffee. We are driven by the vision that everyone deserves the coffee they love.
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