Sell In & B2B Customer Associate (Contract)

• →Responsible for daily operations of the Sell In and B2B Customer Service department
• →Customer Communication and ensure Satisfaction:
  • →Interact with customers to address inquiries, resolve issues, and ensure overall satisfaction.
  • →Collaborate with sales, supply chain, and warehouse teams to provide timely responses and solutions to customer queries.
  • →Address customer complaints, claims, and returns promptly and effectively.
  • →Advocate for customer needs and interests within the organization, driving resolutions and improvements where necessary.
• →Order Management and Fulfillment:
  • →Process orders accurately and efficiently, ensuring compliance with customer requirements and internal procedures.
  • →Coordinate with internal teams to facilitate timely delivery of products and provide customers with necessary order-related information (e.g., order acknowledgment, delivery notifications, tracking information).
  • →Monitor departmental KPIs and align internal operational metrics with customer satisfaction metrics.
• →Process Optimization:
  • →Continuously optimize the order fulfillment process to enhance the customer experience.
  • →Collaborate with cross-functional teams to streamline processes, improve efficiency, and minimize errors.
• →Data Management:
  • →Assist in maintaining accurate customer master data, ensuring timely updates and integrity of information.
• →Problem Solving and Escalation management:
  • →Leveraging emerging supply chain capabilities and technology such as EDI to improve customer collaboration and service.
  • →Handle escalated customer issues and complaints with professionalism and ensuring timely resolution and customer satisfaction.
• →Team Collaboration and Support:
  • →Provide support and assistance to team members, maintaining a positive work environment and contributing to team success

• % of orders Managed and shipped.
  • Order processing time.
  • Order Fulfillment Accuracy
• First Contact Resolution Rate
• % Customer Complaint and chargeback.

• Bachelor’s degree in supply chain management, Business Administration, or a related field, or its equivalent from a foreign institution.

• 1-3 years of experience in Supply Chain Management and/or Customer Service
• Exceptional verbal and written communication skills with customers, internal partners and team members 
• Understanding of B2B business
• Ability to manage and investigate customer chargebacks, with working knowledge of client portals such as Amazon Vendor Central and similar platforms.
• Excellent organizational and time-management skills in a fast-paced environment with deadlines
• Attention to details, with the ability to see the big picture.
• Ability to multitask and prioritize
• Strong problem solving
• Strong process management skills
• Proficiency in SAP ERP system SAP S/4 Hana
• Advanced Excel skills
• Knowledge of inventory management practices and fulfilment operations
• Fluent in English                                                                                                                                                       

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