BIC recrute un(e) Customer Service Representative Assistant
Customer Service Representative Assistant Ivory Coast
Abidjan, CI
BIC
On site
Description:
Join BIC World, a community of brands dedicated to creating ingeniously simple and joyful products that have been part of hearts and homes for over 75 years. We are committed to growing our iconic and innovative brands by reimagining everyday essentials in new, sustainable, and responsible ways.
Our culture encourages a "roll up your sleeves and get the job done" mindset, ensuring self-starters, problem solvers, and innovative thinkers can truly thrive. At BIC World, you are empowered to take ownership of your career and use your unique perspective to make a meaningful, global impact on our mission.
Job Summary
The Customer Service Representative will be responsible for the order to cash of BIC products in Ivory Coast Domestic Market. Working closely with the Logistics Coordinator & the Third-Party Logistics Supplier, he will ensure the reception of orders, the keying of orders in the system and the monitoring the orders until the delivering to the customer following the compliance to BIC's condition requirements. He will as well be responsible for the claims treatment.
Main Responsibilities / Tasks
- Enter daily customer orders' in JDE in a timely manner.
- Ensure a close follow up of daily order entering, guarantee strict order management accuracy.
- Ensure a daily follow-up of outstanding claims.
- Liaise with third-party logistics provider to ensure proper preparation, shipment and delivery of customer order to the final destination.
- Make sure daily and regular tracking and follow-up is in place and strictly communicated.
- Manage customers' returns and ensure credit notes are created and validated on a timely basis.
- Receive, investigate and answer customers' claims, respecting a resolution time committed.
- Prepare a report, analyze the main gaps and share the status with the line manager.
- Support the Customers to propose replacement lines (for OOS).
- Work with Supply Chain daily to ensure smooth deliveries, ensuring that appropriate documents are at the right place at the right time.
- Ensure prices, discounts and customer conditions are updated in the system (JDE), to avoid delayed payment caused by pricing errors.
- Ensure proper preparation and deposit of the invoices at customers' level.
- Collaborate and work closely with our Third-Party Logistics partner and attend monthly operational meetings to address common issues
- Ensure regular archiving and filing of shipping documents.
Key Performance Indicators / Key Figures
- OTIF Delivery
- Net Cut
- Claims processing on time
Candidate Profile: Qualifications / Technical Skills
- Ability in organizing and coordinating activities
- Team player; able to relate to suppliers, colleagues and team members.
- Customer oriented
- Good negotiation skills
- Understanding of WMS and ERP functionalities
- Understanding of Customer Service activities
- Understanding of Supply Chain activities
- Appetit for continuous improvement and solution driven
- Good level in Microsoft Office Excel
- Knowledge on JDE orders modules is a plus
Previous / Professional Experience
- Min 2 years experience in Customer Service within FMCG
- Demonstrated good communication skills
- Demonstrate excellent interpersonal skills and be able to work in a diverse and multicultural environment. Ability to work in a fast-paced environment
Additional Information
- FMCG experience is a plus
- English is a plus
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