Sr. Specialist Customer Service Digital

To support the whole business and a competitive customer service level, in order to achieve sales and profitability objectivesTake the accountability of projects, to improve efficiency and productivity of the whole departmentKey Responsibilities:Co-lead the management and execution of all operational process in customer service.Acting as key point of contact for internal stakeholders and customers inquiries related to orders and delivery status, changes, returns and claims.Accountability of customer service back-office reporting and dashboards, KPI's using tools such as Power BI, SAP, Excel, Salesforce.Managing the customer order books, ensuring is always updated according to customer master data, including the monitoring of electronic receipts using the tools provided.Highly understanding of all type of SAP orders and MRP management.Processing returns and complaints in line with the policy regulations while cooperating with commercial, logistics and financial partners, using Salesforce.Participate in projects related to automation, productivity and digital mindset.Support marketing team processing and deliver promotion orders.Interact with their colleagues in LAM countries as a benchmark to develop best practices.Ensure compliance with procedures and policies and develop local procedures.Be ready to be the back up of key, field and direct shipment accounts if needed.Knowledge Skills and Abilities:University degree or equivalent education is mandatoryBroad and deep theoretical understanding of digital functional areaMinimum 3 years of experience in job function related.Strong communication and stakeholder management skillsStrong negotiation and project management skillsAdvanced English and ExcelSAP intermediateMicrosoft Power BI and Salesforce desirable.#J-18808-Ljbffr