Customer Service Specialist with Spanish

Customer Service Specialist with Spanish
Location:Katowice

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the worlds biggest brands — and we have fun doing it. Now, were calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.

Responsibilities:

  • Accountability (Deliverable Outputs): 
  • Provide requested services to customers as a part of Service Catalogue
  • Review and provide information about the situation of their orders, deliveries and invoices data
  • Monitor customer compliance to agreed logistic trade terms
  • Review and provide logistic or descriptive information of products
  • Inform the customer about the out of stock proactively and when that affects the order 
  • Manage the unloading time slots with customers
  • Review and provide information about escalated cash collection, claims and credit situation
  • Maintain the record of the most common issues and problems and their solution status
  • Accountable for an alert generated by its own customers and ensure they are solved within agreed times
  • Ensure proper Master Data
  • Coordinate Master Data requests from customer/ other functions
  • Follow up if needed with the customer regarding product & price lists for master data updates
  • Maintenance of customer contacts
  • Support proper Order Management process
  • Review blocked orders for delivery for certain scenarios, e.g., minimum order quantity, requested delivery date, etc. with the customer and in cooperation with Order Validation Specialist
  • Monitor that customer place orders according to the agreed schedule and rules
  • Support proper Claims Management process
  • Ensure proper flow of claims between customer, 3PLP (IBM) and Unilever
  • Contribute to the proper return process by clear rules agreement or direct contact with customer f needed
  • Claims resolution communication (pricing, logistic, trade terms) to customers as per customer Service Catalogue
  • Ensure the readiness of customer to accept rejection of their claims and pay disputed value
  • Deal with escalations form price, logistic and trade terms Claims Specialists
  • Liaise with the Stock Management Specialist and/or 3rd Party Logistic Providers for urgent delivery issues
  • Support Cash Collection & Credit Management activities
  • Follow up escalated overdue invoices with the customer
  • Support the whole team with the actions mentioned in B2C agenda

 

Qualifications:

  • Fluent Spanish and English
  • Customer Focus (focus on external and internal customers)
  • Bias for action (focus on results and use of intelligent risk taking)
  • Team Alignment (team player; supports and respects others)
  • Accountability and responsibility (personally driving change and using operational discipline to deliver on the promise)
  • Growth Mindset (placing a fresh emphasis on innovation and having the ambition to grow)
  • Good MS Excel skills  
  • Good knowledge of SAP Customer Facing related transactions and workflows
  • Good knowledge of financial controls related to Customer Facing processes
  • Strong analytical skills including analysis of complex data
  • Ability to work effectively under pressure 
  • University Graduate (min. Bachelor)

What can we offer?

  • Attractive salary
  • Stable job offers - employment contract
  • Work in a multicultural and diverse environment with employees from over 30 countries
  • Genpact supports professional tranings and great career development opportunities
  • Free access to our award-winning learning platform 
  • Benefits such as Insurance, Luxmed, additional vacation days, biking policy
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