Customer Service Representative with French

Employer: Federal-Mogul Motorparts Romania
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 21.09.2017

    PRIMARY PURPOSE(S) OF POSITION:

    Manage customer claims. Deal with customer stock cleaning & customer returns: issue goods return approval to customer & related credit notes upon warehouse inspection results. Manage other claims linked to deliveries (quantity & part discrepancies, damaged parts, lost in transit...) & price adjustment in full coordination with Customer service front desk, cash collection team, sales team & Supply planning teams. In charge of follow up for intercompany flows. Manage direct shipments (from supplier to customer)


    RESPONSIBILITIES:

    • Claims management

    Upon receipt of claim (written form, File..) follow procedure. Coordinate with related department to accept or reject the claim & answer customer accordingly.

    For accepted claim apply the adapted process to the specific case upon confirmation. Input the related credit/ debit note request. Edit document & send information to customer & eventually cash collection team.

    Update status of the file on shared document for follow up purpose.

    • Goods return

    After internal request assessment & following internal procedure, send approval or refusal for return to customers, according to existing approval matrix

    Upon receipt of the warehouse goods return analysis (file or fax) upload order return and / or create final billing document = return credit note. Inform Cash collection & forward to customer in conformity to procedures          

    • Interco flows follow up

    Handling of claims & returns for Italy, UK, Germany, France... Creation of deliveries for FM Italy (based on PO). Catalogues handling & sending

    Personnel orders for Kontich and Germany colleagues

    Orders for marketing dept (photo shoots, promotion , fair…)

    • Others & coordination

    Closely coordinate activity with front customer desk & finances. Make sure shared point information is always up to date with latest procedures. Refer to team leader for any issue or advice Seek for process improvement, pro active problem solving & participate to workshop

    Coordinate collection of used parts & refund of caliper cores together with customers, forwarder & supplier according to process in place

    TecCom, e-connect account maintenance, fill in BAF (Account opening) 
     

    JOB REQUIREMENTS & SKILLS:

    • Well organized,
    • Capable of versatility & adaptability
    • Capable to work in multi cultural environment
    • Business process knowledge
    • SAP, MS–office, data warehouse
    • Work in team
    • Take initiatives
    • Fluent in English and in French

    KEY INTERFACES:

    • Internal: customer service front office, sales, warehouse, supply chain , quality, finances  
    • External: customers, agents, forwarders and others when required

    EDUCATION:

    • Minimum/Essential: : Bachelor degree or equal through experience
    • Desirable: Bachelor degree

    EXPERIENCE:

    • Minimum/Essential: 1-2 years experience in a commercial environment