Customer Service Specialist

BPI group Romania este o companie de consultanţă în Management şi Resurse Umane activă pe piaţa din România din 1996 şi membră a BPI group, lider în consultanţa de profil şi managementul capitalului uman. Îmbinăm metodele, competenţele unui grup internaţional şi experienţa dobândită în misiunile oferite de clienţii noștri pe plan local. BPI group Romania propune o ofertă de servicii integrate, astfel încât putem sprijini compania şi salariaţii acesteia pe durata întregului lor parcurs în companie - de la recrutare şi până la încheierea relaţiei de muncă, în gestiunea carierelor şi a performanţei individuale şi colective.

At least a first successful experience as a Customer Support Specialist or similar;
Customer empathy and the ability to maintain business relationship; excellent communication skills and cross-functional cooperation and collaboration;
Commitment and flexibility;
Learning agility and analytical skills;
Bachelor’s degree required;
Professional use of English language.

Order process management
Perform the sales and returns order intake, order processing, order tracking and receiving flows providing information to customers about the order status in a proactive way
Perform the stock availability check at Heineken premises and initiate proposal to minimize the risk of Out of Stock at customer level
Complaints management
Execute the complaints management process and contributes to the improvement of customer service quality results by effectively and pro-actively deal with complaints while maintaining a business relationship
Resolve effectively and efficiently customer complaints by taking the right counter and preventive measures, according to internal procedures
Participates directly to the claims solving process and act towards complaint prevention by anticipating and in time solving of potential future dysfunctionalities.
Understands the impact of Customer Service in the organization and the interdependencies between S&OP, sales and supply chain process, customer service level, asset utilization and operating cost.