[HEINEKEN] Customer Service Clerk - 8 Month Contract – Work At Brewery

Title: Clerk
Reporting to: Customer Service Team Leader
Base: Brewery
Position Summary:
-Operate Order Management processes, including order to cash process, VMI and customer satisfaction, in line with OpCo and Global policies, in order to deliver optimal customer
Key Responsibilities:
1. Order Management: Adds value to the customer and the company through the order management process
-Prioritize customer orders, according to strategic importance and commercial guidelines
-Balance the acceptance of new orders with overdue debt, according to written policies
-Help balance clients’ needs with production and logistics efficiency
-Monitor deviations and exceptions Follow up on critical customer orders
-Embed the service and credit policy within the order management process
-Identify improvements to increase the quality and efficiency of order entry and order acceptance process
-Handle claims, market returns and refusals in a timely and efficient way
-Report order management KPIs to relevant stakeholders
-Implement a process oriented towards meeting customer service targets
-Collaborates with Finance to improve the credit check process
2. Customer Service Planning: Sets customer service targets and initiatives, in line with company strategy
-Work with other departments to ensure target of service level Implements processes of continuous improvement to bring value to customers, in line with internal objectives
-Analyses KPIs, monitors trends and determines improvement actions
3. Customer Relationship management: Builds relationships with customers, generating trust and credibility and proactively fulfilling customer service requirements
-Listen actively to customer requirements
-Communicate as single point-of-conact with internal/ external customers for all non-commercial issues
-Influence customer ordering behaviour to support Sales Team and drive efficiency in Warehousing and Transportation
-Support Sales with reliable and on-time information on customer orders placed
-Communicate clearly the impact of service policy on customer orders
-Deal with conflicts while maintaining a business relationship
-Negotiate with external customers on the order terms and conditions (when applicable)
-Influence people with different interpersonal skills
-Collect customer feedback regularly and effectively
4. Accounts Receivable Management: Executes the accounts receivables process accurately, according to credit guidelines
-Monitor and control accounts receivables
-Escalate critical situations on time
-Sends information periodically to the customers of their financial account position
-Monitors every account and acts according to the credit policy in order to achieve the monthly targets
-Ensures clean accounts, solving the pending debits/credit notes aligned with sales agreements
-Ensures all the processes are compliant with the audit rules
-Escalates potential issues on time to ensure the proper solution
-Communicates efficiently and frequently with Sales Team to have all necessary information available
-Shares information with Sales/ Logistics about blocked orders/customers
5. Reports
-Prepare and monitor report
-Contract flow/process
-Promotion summary for deduct or ex-brewery program
-Collect Statement on time & Update sales team timely about the statement collection status & Statement report
-Complete termination / transfer right / contracts in time
-KPI Report
6. Others
-Other duties assigned by LM