We are looking for an experienced professional fluent in French, Spanish, and English to represent our values in front of our customers.
Responsibilities
- Oversee customer orders, including order entry, order status, document creation, order release, shipment tracking, and document management.
- Regularly update customers and internal stakeholders on order status and any issues.
- Handle customer inquiries, process returns, and claims to resolve customer issues promptly.
- Identify potential obstacles in the fulfillment process, work with stakeholders to take corrective action, and use root‑cause analysis to understand key drivers of order failure in support of continuous improvement.
- Understand customer expectations and translate the voice of the customer for internal stakeholders.
- Produce and maintain reports presenting and analyzing key performance indicators.
Support the preparation and review of scorecards and participate in client meetings.
- Develop and present recommended improvements to the Customer Experience Manager. Monitor systems and processes to identify opportunities for continuous improvement.
Qualifications
- 2–3 years’ experience in customer service and/or order management.
- SAP SD experience; proficiency in Microsoft Office (Excel and PowerPoint); knowledge of other CRM systems highly valued.
- Experience in export documentation and incoterms highly valued.
- Good communication skills and excellent capability to resolve issues.
- Capable of networking within a large organization spread across different sites worldwide.
- Capability to analyze customer data and KPIs, initiative to identify process improvements.
- French, Spanish, and English are mandatory.