Senior Customer Service Representative

Job Summary

Deliver best in class Customer experience, driving Operational & Quality excellence with continuous improvement in our service levels and translating customer needs into impactful and time bound actions while identifying opportunities for growth

What you will do

Recurrent sales management

•    Point of contact for Customers on any related operational questions    
•    Point of escalation for Back Office when customer contact is required    
•    Identify customer demand patterns and build the best fit supply chain solution to fulfill it    
•    Identify opportunities to grow / upsell and cross-sell to generate leads for sales.    
•    Ensures the integration of new customers and familiarizes them with the ebiz / My tetra pak and services at their disposal. Promotes Digital Self serve.

     Operational Planning and Execution

•    Drive PM/AM forecasting process with the customer and Sales team    
•    Secure SC representation within Sales account teams where required    
•    Understand customer pain points, analyze customer performances and build supply chain elements/actions into the account plans in alignment with defined CRM objectives    
•    Drive value added activities with direct impact to customers cost reductions, advance services or digital offering.
•    Secure Customer Supply Chain related information are up to date (Master Data)    
•    Drive WCM improvement activities from customer perspective    
•    Note: Some FO Accounts may require additional activities: Drive CX activities and Common Agenda I Develop customer understanding and relationships through    
     regular physical visits to customers sharing a specific Supply Chain Agenda

Customer Experience from Reactive to Proactive

•    Drives proactive Quality and Continuous Improvements (Cl) from the customer service team using data from CX Improvements and Non-CX improvement. actions (Common    D Agendas, digital feedback, WCM activities)
•    Liasies with Back Office, BU's and factories to escalate the voice of customer & market to expediate resolution
•    Keep relevant stakeholders at customers updated with status and improvements
 

We believe you have

Requires advanced knowledge of theory and practice of job area in a professional discipline, typically obtained through advanced education combined with on the job experience. At least  4 years in a Supply Chain Operations role. Good communication and coaching skills.