Mars Czech

Customer Service Representative CZ&SK

před 4 dny

  • Praha
  • Full-time

Mars Czech

Customer Service Representative CZ&SK

  • Praha
  • Full-time

What you are supposed to do

POSITION SUMMARY

Main purpose of this position is to perform order to cash business process in a customer centric way, to be the partner for sales and the advocate for customer in the business. Effective information flow for both internal and external customers and overall customer satisfaction with the provided services and support needs to be ensured.

MAJOR RESPONSIBILITY AREAS

Key responsibilities: Business processes

  • Order capture (a list of customers depend on current split within Customer Service) via different channels (EDI, fax/mail to EDI, fax, email)
  • Processing of standard orders/free goods orders while complying with all agreed conditions
  • Responsible for the administration of delivery notes and invoices
  • Issuing credit and debit memo to customer in case of any discrepancy
  • Managing returns and refusals from customer
  • Follow special requirements for deliveries
  • Cooperation with Finance in terms of credit control
  • Collaboration on period closure
  • Preparation of requested CS KPIs reports

Communication

  • Daily communication with:
  • Customers
  • Sales Department
  • Supply Chain
  • 3rd Party Logistics Provider

Reporting

  • Regular reports creation

The main KPI´s:

  • Perfect Order (Invoice Accuracy, Orderfill, On Time)
  • Customer Casefill

DECISION MAKING AUTHORITY

Recommending improvements for minimizing credit notes, maximizing Perfect Order target, Invoice Accuracy target, Customer Casefill. q Input to Customer Service Manager for periodical reporting q Agree with customers on effective ways of working Providing input and recommendation to sales force on how to improve the ways of working with customers.

KEY WORKING RELATIONSHIPS

Supply Chain Team - Daily- Regular contact with the team on the operational topics (stock availability) Customer Service Manager- Daily - KPI development, escalating issues

Sales Department - Daily - Regular contact to ensure product deliveries are in the required quantity, quality and on time.

Finance - Daily - Regular contact with Credit control

Customers - Daily - Ensuring customers satisfaction with provided services, resolving issues.

3rd Party Logistics Provider - Daily - Regular contact on the operational level 

Customer Service Representative CZ&SK

Your skills

SKILLS & FUNCTIONAL COMPETENCIES

  • Native Czech or Slovak
  • Advanced English
  • Communication skills
  • PC / SAP (Atlas) skills
  • Team Player

What you can gain

  • Company laptop
  • Flexible working hours
  • 1 day of home office per week, after trial period
  • Meal vouchers
  • 5 sick days
  • 25 days of vacation
  • Life and disability insurance
  • Pension plan
  • Multisport card or sport vouchers
  • Annual variable bonus
  • Pet friendly office

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