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 0-1 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
