Overview

This role is responsible for customer claims handling operations. Scope is inclusive of customer service activities and 3rd Party Logistics operations within the French BU and is key to ensuring claims made by customers are administered correctly and appropriate remedial action taken. The role holder will have to work with warehouse, cost accounting, 3PL teams and customer collaboration / services.

Responsibilities

Claims and Return Management

Manage Returns

Receive notification about return delivery from customer/sales (in rare cases – only large quantity errors, health issues, damages etc.) and align on issue resolution with the customers
Get approval for delivery note from Sales team and Inform the delivery driver for pick up of goods

Manage Refusals

Receive information about order refused after reaching customer premise
Consider customer credit in system (only if billing document prepared)

Handle Penalties

Analyze the proforma document (received from customer/sales) to understand why customer is penalizing
Setup & continuous improvement of tool for tracking penalties (including analytics for penalties)
Triage the kind of penalties received and Process agreed upon penalties
Budget monitoring & Reporting and consolidate respective end-of-month findings

Process Management

Design and Maintain processes and SOP

Ensure processes application in function specific operations by doing routine checks on number of times they were open and blocking new SOPs from being implemented without approval
Define a framework for updating the SOPs and manage change request for updating SOPs

Qualifications

Proficiency in English and French (written and spoken C1)
Demonstrated stakeholder management experience with both internal and external customers working within customer service and ideally customer claims management (usually min 1 yrs exp.)
Working Knowledge of MRP required (pref. SAP)
Working Knowledge of Power Apps/BI or similar reporting dashboard software preferable
Excel & Office package advanced knowledge mandatory

Order Management Sr. Associate (French Speaker)