Customer Account Associate
il y a 4 semaines
Edgewell is a global team of over 6,000 visionaries, doers and makers. Our secret is people, and we have an inspiring and collaborative global force of them. Our portfolio of over 25 brands touches lives in more than 50 countries by making useful things joyful. Together, we reimagine good mornings and endless summers, strive for more sustainable ways to beautify and bond, and do it all with not only confidence but determination.
Au sein du service clients, le gestionnaire de clientèle a pour rôle de garantir un excellent niveau de service auprès des clients et de nos forces de Vente dans le respect des procédures internes et à un coût optimal pour la chaine d’approvisionnement.
**Plus particulièrement**:
Gérer le flux d’information lié aux réceptions des commandes clients et aux processus de commandes livraisons facture et litiges (notes de crédit et retours)
S’assurer que les réclamations clients soient traitées rapidement et assurer un accueil téléphonique des appels clients de premier ordre
Résoudre les déductions constatées au règlement des clients, lorsqu’elles sont relatives à des litiges de livraison, de facturation ou à des pénalités.
En assurer un règlement rapide en obtenant un remboursement du client ou en produisant une note de crédit correspondant
Mesurer et gérer le taux de service offert pour la clientèle qui lui est affectée
Participer au recueil des informations en provenance du client afin de soutenir l’élaboration des prévisions de vente, en particulier pour ce qui concerne les ventes promotionnelles (displays, présentoirs)
S’assurer que les clients internes et externes soient régulièrement informés des problèmes de disponibilité produit. Communiquer de façon régulière sur la date de nouvelle disponibilité des références en rupture auprès des approvisionneurs de nos clients.
Gérer les situations de crise avec le support du CSC Manager et des équipes Demand and Supply Planning en prenant en compte la sensitivité du client à la rupture (pénalités systématiques ou non)
Fournir des instructions claires au centre de distribution et aux transporteurs en vue de la bonne exécution logistique des commandes clients. Se conformer aux procédures mises en place avec les prestataires logistiques (respect des horaires de cut off, pick and pack, respect du délai d’acheminement)
Proposer des actions visant à éviter les non conformités et à promouvoir une exécution lean du flux commandes clients.
**Expérience fonctionnelle**: 3/5 ans
- BTS / DUT de type Négociation Relation Commerciale/ Techniques de Commercialisation
- Expérience d’1 à 2 ans en grande consommation
**Compétences clés**:
- Qualité de communication, diplomatie
- Sens du service aux clients
- Esprit d’équipe et de collaboration
- Rigueur
- Orientation systèmes (Excel et outil ERP de préférence SAP)
- Sens des priorités
- Capacités organisationnelles
- Anglais opérationnel est un plus
**Expérience managériale**:
- Non requise
INT
Edgewell is an equal opportunity employer. We do all we can to create a collaborative and diverse global team, where good ideas can thrive, and our colleagues can learn and lead. We prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any legally protected status in accordance with applicable federal, state and local laws. We listen deeply and speak directly to create an environment that’s open to difference. We aim to bring joy to not only the products we create and the people we serve, but our colleagues across the globe too.
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