Overview
This role is responsible for customer claims handling operations. Scope is inclusive of customer service activities and 3rd Party Logistics operations within the French BU and is key to ensuring claims made by customers are administered correctly and appropriate remedial action taken. The role holder will have to work with warehouse, cost accounting, 3PL teams and customer collaboration / services.
Responsibilities
Claims and Return Management
- Manage Returns
- Receive notification about return delivery from customer/sales (in rare cases only large quantity errors, health issues, damages etc.) and align on issue resolution with the customers
- Get approval for delivery note from Sales team and Inform the delivery driver for pick up of goods
- Manage Refusals
- Receive information about order refused after reaching customer premise
- Consider customer credit in system (only if billing document prepared)
- Handle Penalties
- Analyze the proforma document (received from customer/sales) to understand why customer is penalizing
- Setup & continuous improvement of tool for tracking penalties (including analytics for penalties)
- Triage the kind of penalties received and Process agreed upon penalties
- Budget monitoring & Reporting and consolidate respective end-of-month findings
Process Management
- Design and Maintain processes and SOP
- Ensure processes application in function specific operations by doing routine checks on number of times they were open and blocking new SOPs from being implemented without approval
- Define a framework for updating the SOPs and manage change request for updating SOPs
Qualifications
- Proficiency in English and French (written and spoken C1)
- Demonstrated stakeholder management experience with both internal and external customers working within customer service and ideally customer claims management (usually min 0-1 yrs exp.)
- Working Knowledge of MRP required (pref. SAP)
- Working Knowledge of Power Apps/BI or similar reporting dashboard software preferable
- Excel & Office package advanced knowledge mandatory
