Sr Global Complaints Handling Specialist

Náplň práce, pravomoci a zodpovědnosti

YOUR JOB
Process all complaints from Export Direct and intercompany customers; follow up with complaint owners to ensure resolution is provided in quality and timely manner. Improve complaint management process, prepare root cause analysis. Coordinate and lead the activities aiming the increase of Customers Satisfaction. The position plays a key role in ensuring customer complaints are handled on time and to improve customer feedback globally.

YOUR MAIN DUTIES
- Receive and log all incoming complaints into internal database. Support to structural improvements (PDCA & Risk Management follow-up) & projects
- Follow up with complaint owners on resolution to ensure resolution is provided in quality and timely manner
- Provide regular update to customers on the status of their complaints and communicate the resolution
- Issue credit and debit note requests, follow up on the creation and financial booking. Perform team routines and check points
- Analyze the result of the monthly ticket satisfaction and the End to End Customer Satisfaction surveys
- Conduct monthly calls with selected customers to understand their satisfaction level. Keep the Process Documentation up to date
- Coordinate the action plan preparation with Export Logistics, follow up on the resolution. Perform other duties as requested by the Team Leader
- Ability to support other team members in operational issues and providing first level assistance in case Team Leader is not available

Minimální požadované vzdělání: University education (Master's degree)
Pozici vyhovuje i uchazeč se vzděláním: University education (Bachelor's degree)

Znalosti

• Language skills
  • English - Upper intermediate (B2)
  • Spanish - Upper intermediate (B2)

Osobnostní předpoklady a dovednosti
YOUR GENERAL SKILLS
- Analytical skills and attention to detail / Reliability / Punctuality
- Interpersonal skills / Assertiveness & Communication
- General business sense
- Ability to work independently and prioritize workload

YOUR WORK EXPERIENCE
- Experience in Supply chain overall and in Logistics Transport or Warehousing
- Experience in a logistics department or a FMCG Company will be a plus

YOUR LANGUAGE SKILLS
- Fluency in English and Spanish

YOUR EDUCATION LEVEL / TECHNICAL SKILLS
- Education leve: Graduate degree
- Technical skills: Microsoft Office (Excel, Outlook, Power Point) / SAP / System minded

Práce v oboru: Obchod, prodej, Zákaznická podpora

Lokality: Praha