B2B Customer Service Specialist
Ferrero
Luxembourg, LU
il y a 2j

Job Location : Luxembourg

Company description

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®.

As the love for our brands continues to grow, so too does our global reach. Represented in 55 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world.

The secret to our global success? Nearly 35,000 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of.

Join us, and you could be one of them.

About the Role :

For our HQs in Luxembourg, we are looking for a Customer Service Specialist for our Hazelnut Company B2B function .

Main Responsibilities :

COMMERCIAL REPORTING

  • Elaborate the Business Reporting and Business Analysis together with Head function
  • Claim Reporting
  • Commercial Data analysis
  • CONTRACT & ORDER MANAGEMENT / FULFILLMENT

  • Collects and analyzes received Contracts / Orders
  • Manages business violations (order incomplete or blocked status) together with related departments
  • Confirms orders on the base of their priority and merchandise availability
  • Collaborate with Local country Planning to define Customer Demand Plan
  • PO Management for Financing Model
  • CUSTOMER MANAGEMENT

  • Collects customer complaints (e.g. requests for changes, refunds, claims, returned goods, non-conformities)
  • Analyzes complaints to find root causes and develops an action plan together with other involved Functions
  • Collaborates with Finance on credit notes
  • Claim Management
  • Measures the consumer satisfaction (KPI)
  • Master Data Completeness Support function and key link between customer and the Company
  • Customer Specification alignment
  • Documentation Management
  • Return Management
  • LOGISTICS COLLABORATION WITH CUSTOMER

  • Builds customer relationship through a regular contact review with customers based on customer segmentation
  • Collaborates in multifunctional team to improve customer’s satisfaction and improve / monitor performance by pursuing joint business plan and scorecard
  • Delivery Tracking
  • Who we are looking for :

    Profile

  • Strong prioritization and time management as well as problem solving skills
  • Multi tasks approach with a strong attention to detail and accuracy and fast learning
  • Ability to work independently, with limited level of daily inputs
  • Self motivated able to proactively contribute to a in a fast moving, result oriented team
  • Strong software skills with the ability to integrate information from multiple sources quickly and accurate
  • Project Management technical knowledge is considered a plus
  • IT Skills

  • SAP Knowledge knowledge is mandatory
  • High level Excel knowledge is mandatory
  • Languages

  • Fluency in English is mandatory;
  • Any other language skills are considered a plus.
  • How to be successful in the role and at Ferrero :

    Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.

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