Customer Service Coordinator Germany&austria

vor 6 Monaten

Frankfurt am Main, Deutschland BIC Vollzeit

For over 75 years, BIC has been creating ingeniously simple and joyful products that are a part of every heart and home.

As a member of our team, you'll be a part of reigniting a beloved brand as we continue to reimagine everyday essentials in new, sustainable and responsible ways.

Our "roll up your sleeves and get the job done" approach to work creates an environment where self-starters, problem solvers and innovative thinkers thrive. BIC team members are empowered to take ownership of their careers and bring their unique perspectives to the table to make a meaningful impact on our mission.

It's a colorful world - make your mark by joining the BIC team today.

We strive to provide a comprehensive benefits package that supports the well-being and professional growth of our team members. As a member of Team BIC, you’ll have access to a range of benefits designed to enhance your physical, emotional and financial wellness. In many of our locations, we offer team members:

- Competitive compensation and recognition
- Hybrid work environment and flexible approach to work
- Retirement and financial savings options
- Well-being and mental health support
- Parental leave
- Physical well-being initiatives and health insurance plans
- Professional development opportunities
- Volunteer opportunities

As **Coordinator Customer Service Local, you will** be a part of Bic Supply Chain located in Eschborn, Germany.

In this role you will be responsible for managing customer service operations, in line with Bic standard procedures and Key Performance Indicators objectives, in collaboration with outsourced service providers (3PL, carriers) and BIC Order-to-Cash (OTC) team located in BIC Sofia, Bulgaria.

**In this role you will**:

- Be control tower of Customer Service operations
- Coordinate with functional support at Local and European level to achieve service level objectives and ensure continuous improvement in customer satisfaction
- Be key contact to all stakeholders: commercial, STPA, demand planning, OTC, WH, logistics and finance
- Keep proximity to the market, provide visibility, priorities, key promotions like Back to School campaign and any relevant information to OTC in Sofia
- Administrate and support activities related to legal and local requirements

The role requires high levels of internal and external customer support, accuracy, communication skills and analysis capabilities with a continuous improvement approach

**Your main missions will include following**:

- Meet objectives and ensure continuous improvement in customer satisfaction.
- Reporting and monitoring Supply Chain performances (OTIF, claims), taking appropriate actions to achieve targets.
- Correct order fulfilment and prioritization in case of E2E promotions, products switches/restrictions, or products Quota in place, to manage the stock allocation of goods to desired customers in case of product shortages.
- Setting promotional discounts in JDE system
- Analyzing and releasing orders on hold for financial reason
- Penalties analysis and accruals calculations, supporting Commercial teams in negotiating disputed penalties.
- Customer Master Data accuracy and regular maintenance
- Supporting Commercial teams in Customers Contract management on Logistic and Customer Service conditions and regularly visiting key customers to strengthen collaboration and loyalty
- Optimization of customer processes as continuous improvement (order frequency, MOV, franco, etc.) in collaboration with relevant stakeholders (customers, sales, carriers, 3PL)
- Keep Supply Chain proximity to the market, aligning with relevant stakeholders (Commercial Unit, Supply Chain leads & finance) and collecting regular feedback with the service, implementing action plans to improve as needed.
- Collaborating with OTC on Customer Service operations (orders, claims, internal and external customers requests) and escalations management. Provide visibility, priorities and relevant information to OTC in Sofia about main promotional campaigns and key strategies.
- Lead or contribute to projects (e.g. system upgrade, EDI deployments, IT demands, requests from customers or other local functions, business activity development (new businesses, new delivery models, specific preparation requested ).

**What you'll bring to BIC**:

- Higher education
- Solid experience in Customer Service in FMCG environment
- Knowledge of order management, supply chain analysis, customer service processes
- MS Excel - advanced user, experience with ERPs
- Stakeholder management
- Very good communications skills
- Problem-solving attitude
- German speaker, Fluent English

BIC is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability stat

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