Main Accountabilities / Key Tasks
Customer Service
- Services a specific customer/a set of customers in Foodservice in several countries or supplier requests for information or supports (i.e. answering questions on delivery or complaints) in order to provide correct and full information on time
- Informs customers pro-actively based on requests or on desired information to deliver an optimal customer service experience with different communication channels and techniques
- Captures notifications or complaints in systems and aligns with stakeholders to find answers to inform customers correctly and on time
- Handles special requests such as urgent deliveries, specific delivery conditions or value added services in order to deliver a high customer satisfaction and manages requests with related departments
- Executes special projects on specific products such as phase-in or phase-outs products and inform customer accordingly
- Processes returns together with related departments (e.g. Logistics, Supply, Customer Complaints Officers)
Order processing
- Executes order entry aiming to deliver the right amount and quality of product in time to our external and internal customers (order entry via mail, fax, EDI. Checks and completes order entry within set deadlines to secure on time delivery
- Advises on order amount to optimize the customers conditions for ordering
- In case of customer specific distribution center, creates delivery to process the order
- Signals and informs stakeholders in case of unclarity or (potential) issues related to order delivery
- Able to run an ATP check on deliveries, Idoc management, shortages of stock management
- Informs customers and sales account managers pro-actively on out of stock information and suggests alternatives and creates out of stock queries and reports. Besides, responsible for daily out of stock registration in out of stock monitor in case of customer specific out of stock
- In case of scarcity, ensures distribution of available products over open orders, given the set of guidelines and procedures
- Foodservice – MTO: Monitors Make-to-Order products and align with planning and customer on on-time delivery. The complex and different supply chains (varying lead times) needs to be taken into account
- Robotics: Manages (order processing) robot related activities such as problem solving of orders not processed
Invoicing and bills of loading
- Analyzes issues with invoicing aiming to solve problems
- Processes bills of loading on time (e.g. returnable transport items, returns) aiming for correct and efficient invoicing
- Captures notification on bills of loading in system and signal and pro-actively communicates issues
- Creates commercial credit invoices based on approved commercial documents
- Handles debit and credit orders in case of e.g. missing or broken articles in deliveries
Transport planning
- Aligns with LSP on customer desired delivery timeslot
- Completes and maintains transport- and delivery information in system for correct delivery
Export specific order handling
- Sends order confirmation based on aligned production moment with planning
- Ensures availability of standard export documentation based on country for delivery
Information, Communication & Improvement
- Monitors execution of daily tasks and signals potential (threatening) deviation in order to be able to react on time
- Monitors execution of agreements made with customers or according to internal processes
- Aligns with Logistics Account Manager on customer specific order to cash related improvement opportunities
- Identifies small improvements on daily operational activities or customer related topics and is able to implement these
- Together with other Customer SC of Foodservice departments responsible to realize service level and other logistics targets (e.g. minimization of waste)
- Updates reporting, work processes, quality regulations on time
- Secures clean desk way of working in SAP and analysis problems if occurred
Organization
- Organizes the workload in the team
- As prductgroup responsible: he/she defines the available volume in case of scarcity and discuss this with senior customer care colleagues.
- Discuss availability of product internally.
- Guarantees the OTIF by investigating availability and to act to get it on time and in full
- Checks overall cleandesk in the team and end month closure
- Checks the SSL in the team and makes sure it will be sold in time
- Manages the batch determination
