Customer Service Agent

• Minimum High School Diploma or equivalent.
• 3+ years of experience in sales and/or call center within a B2B environment including:
• Fluent in English language equivalent to level B.2, plus fluency in language(s) required to operate in the region.
• Strong communication skills, including active listening and clear articulation.
• Ability to solve problems, alleviate conflicts, and escalate tactfully.
• Ability to multitask, manage time, and prioritize.
• Ability to work individually and as a team member.
• MS Office - ERP system SAP.
• Knowledge of Data mining tool (e.g Celonis preferred).
• Knowledge of CRM tools (e.g SAP C4C preferred).

1. Experience of liaising with an internal distribution department to ensure delivery of the product to the customer would be an advantage.
2. Experience of liaising with customers / internal departments located internationally would be an advantage.

We offer a local contract in a challenging, comprehensive, operational environment, with many opportunities for personal input and growth and plenty of discussions with other professionals. The organization is very flat. You have a lot of freedom and responsibility in an open, direct, and informal atmosphere.

The Commercial / Customer Service department has a vacancy in its Barcelona team for the following position.

The Customer Service Agent owns the order management process end-to-end and acts as a go-to person for customer and order related questions, both internally and externally. The Customer Service Agent will act as a SPOC for all customer related matters. He/ She will strongly liaise with related functions (Sales, Supply planning, Logistics) to drive the order management process.

The Customer Service Agent reports to the Regional Customer Service Agent Team Lead.

• Responsible for End-to-End Order Life Cycle for assigned accounts (PFI, Confirmation, Order Booking, Cleaning, Dispatch and Documentation).
• Dedicated real-time customer Support via phone calls, regular catch-up meetings, F2F meetings and emails.
• Responsible for meeting all KPI's related to customer segmentation.
• Co-ordination with Sales, Supply Chain and Finance such as Planning, WH, International Logistics, export, import & Finance team for on time deliveries.
• Status monitoring and driving fulfillment of open orders, In transit deliveries or any schedule updates, including escalation mngt.
• Alignment with sales manager franchise managers on the demand allocation, deviations and resolution.
• Batch allocation as per customer requirements, Share all relevant documentation as per CMS.
• Shipment planning (rolling months) for all domestic, export and intercompany shipments including lead time considerations.
• Order related document handling.
• Proactive communication to Customers, Sales and relevant internal stakeholders.
• Complaint handling for price and quantity.
• Coordination of return process with logistics.
• Ownership of customer master data records.