Job Responsibilities:
1- Strategy design and execution
61Execute Customer Care strategy and follow global guidelines

2 - Project management
61Continuously identify opportunities for improvement in Customer Care and participate in projects when relevant

3 - Subject matter expertise
61Actively work with the customer care team on customer intimacy and delivering superior customer experience
61Manage customer expectations and build strong relationship
61Provide support for assigned customers and affiliates to meet order requirements and escalate issues where appropriate, with the help of the Support Office and the Control Tower
61Day to day communication and collaboration with customers, operations, sales and GBS
61Resolve request for order changes, issues and handle customer complaints and inquiries internally and externally
61When applicable determine corrective action with the help of the Support Office and Control Tower
61Prepare Debit and Credit notes, process quality notifications and Customer Returns
61Proactively collect Customer Forecast, enter into tool and collaborate with planning on information relating to demand planning and stock positions and actively participate in demand planning meetings
61Proactively ask for and act upon Customer feedback
61Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging and stock requirements
61Provide coverage and support accounts for other team members as necessary
61Identify the right communication method based on the sense of urgency and issue
61Knows how to diffuse a difficult situation and get resolution with the customers
61Follow the New Customer/product processes
61Communication of KPI and OPI reports to customers
61Participate to Customer visits and presentations when required

Requirements:
Primary Qualifications:
Education: Associate or University Degree Preferred
Experience: 8+ years in customer facing role, industry experience preferred

Required competencies:
61 Customer focus
61Time management
61Written communication
61Peer relationship
61Conflict management
61Informing
61Problem solving
61Priority setting
61Managing and measuring work
61Business acumen

Required skills:
61Strong knowledge of SAP and associated processes
61Microsoft Office expertise
61Interpersonal and communication skills
61Demonstrated Customer Relationship Management
61Basic Inventory Management knowledge
61Understanding of Incoterms and Shipping Terminology
61Negotiation skills
61Knowledge of Lean/Six Sigma, (white/yellow belt)