Customer Service
il y a 2 semaines
Be responsible for the good delivery of products from our suppliers. This will be done via a close monitoring of their performances and in collaboration with them, in order to identify bottlenecks and solve them.
- Be the contact person for Level2 tickets of our Support Service department (advanced issues that cannot be solved by Level1) but also for training Level1 members providing tools, explanations and materials.
- Lead and/or contribute to projects (local or global) that can also be focused out of Supply Chain (CRM for example).
Your responsibilities will include, but not be limited to, the following:
- Perform analysis on performances and process monitoring activities related to EDI flows and supplier's service level
- Manage supplier performances and collaborate with them to assure flowless communication and prompt problem solving
- Recommend improvement actions based on the continuous analysis of KPIs, both internally and with suppliers
- Ensure that quality, quantity, customer satisfaction, and financial commitments are met, building and monitoring reports and contributing to process changes
- Ensure materials are delivered to sites in a timely manner as per customers criteria
- Collaborate with account payable team and supply chain team to assure Procure to Pay processes are efficient as well as accurate (claims, return management, etc.)
- Conduct trainings for new joiners as well as a yearly global one.
- Call or visit and train deviating shops about our procedures in order to increase employee adoption (change management)
- Resolve tickets consistently with our SLA and following-up when needed
- Escalate incidents and requests to appropriate support level, third parties or other teams, where appropriate follow ups will be conducted.
Key strengths for this position are:
- Problem solving : Use rigorous logic and analysis methods to resolve difficult system and process issues with effective logic solutions. Probe all fruitful sources for answers. Identify hidden system and procedural issues and identify logical solutions. Look beyond the obvious and don't stop at the first answer.
- Data cruncher : Have strong abilities to collect, regroup, analyze a high volume of data and identify/present results with an appropriate action plan.
- Team player : Build a strong, collaborative and long-term relationship with all stakeholders within supply chain as well than inter-functional within the entire company.
- Communication : Communicate clearly and in the appropriate way with regards to the various stakeholders. Make sure to have all needed stakeholders onboard and follow up on needed actions.
- Strategic Agility : Work with the business to develop long term strategies and anticipate future trends/ consequences of the evolutions of the market. Must have broad knowledge and perspective of the business and must be future oriented.
**What you'll need**
- Language requirements: Dutch and English, French is a plus
- Bachelor's degree in supply chain management, operations, logistics or engineering
- 3-5 years of experience in Supply Chain, Customer Service, Logistic Operations, Procurement Operations, Sales Support
- Very good knowledge of MS Office in particular Excel
- Strong problem solving and analytical mindset
- Ability to work well through cross-functional activities and to drive them
- Ability to handle multiple initiatives and work in an agile matrix environment where priorities change rapidly and tight deadlines exist
- A stress resistant personality, able to multitask in a hectic environment with changing priorities
- Challenge the status quo, propose out of the box ideas, and don't be afraid to embrace new challenges
- Very good team player
- Excellent communication and analytical skills
- Very good organizational skills, high degree of autonomy and reliability
- Working knowledge of ERP (Oracle preferred) and order automation tools (EDI protocols, Supplier Portals, etc.)
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