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Front Office Specialist

Company:
People Place & Partners (Prague)
Location:
Czech Republic
Salary:
Salary depends on candidate's experience!
Posted:
August 15, 2017
Description:

Purpose of the Job

Be the first point of contact for the Global Export Direct Customers in Logistics matters. Treat incoming requests from Customers and Sales force according to the process definitions in order to assure deliveries and invoicing to customer and resolution of requests according to agreed SLAs/KPIs. Enhance relationships with Customers and Sales department to improve customer satisfaction. Improve correct order placement processes with customers.

Business Envinronment

Main characteristics (Challenges):

• Work in a quick changing environment

• Work in not fully aligned and developed work environment

• Intensive use of e-mail and phone for communication

• Intensive use of SFDC, SAP ERP, SFDC, Customer 1 (Customer Service Management System), MS Office and other home-made systems

• Export supply chain specifics for countries over the whole world

• Build and maintain positive relationships with customers

Key contacts (internal - external)

• Customers from all over the world

• Control Tower team

• Sales

• Front Office team

• Control Tower team (Transport planning team, Transport administration team, Inventory deployment team, Order taking etc. )

• Collections and Accounts & Receivables team

• Master data team

• Supply Planning team

• Warehouses, breweries

• Transport companies

Accountabilities

• Categorize all customer requests received through SFDC and make sure requests are handled within SLA lead times, focusing on the 1st level resolution.

• Solve issues and provide information: interact with Customers, Sales and several internal partners such as other order takers, master data team, supply and transport planning, transport administration, complaints management in order to solve problems and issues of all nature (master data, transport, availability, credit)

• Interact with the production planning in the production country and/or with inventory deployment teams in order to know when the product will be produced and available.

• Develop relationship with customers, work on improving ordering processes with customers, increase electronic ordering compliance, communicate business announcements and procedure changes to customers

• Make sure that customer requests are handled in timely manner, follow up with respective departments.

• Maintain customer accounts in e-Commerce

• Ability to support other team members in operational issues and providing first level assistance in case Team Leader is not available

• Provide trainings to new comers and support them during the onboarding period

• Keep the Process Documentation up to date

• Perform team routines and check points

• Support to structural improvements (PDCA & Risk Management follow-up) & projects

• SLA, KPI and Excellence Program dashboard tracking support

Qualifications and Technical competencies required

Education

• High school

Experience

• in the order taking process (or Logistics processes)

• in working in ERP (or other SAP module) environment

• in working in process-oriented organization

• in Customer Relationship Management

Behavioral Competencies

• Work in a multi-cultural environment

• High level of service mindset

• Detail oriented, accurate

• Coordination skills

• Good communication skills

• Stress resistant

• Basic business sense

• Good analytical and problem solving skills

• Dynamic

• Highly results focused

• Team player

• Lives the company's values

Technical Competencies

• Knowledge of ERP

• Computer skills (Microsoft office: Excel, Word, Outlook)

• Able to work on own initiative and prioritize workload effectively

Language skills

• Fluent English in speaking, reading and writing

• Optional: average knowledge of other Western European languages (GE, FR, SP, IT) in speaking