Overview
Post Date: July 12, Number: WEBWW
Job Function: Customer Service
Location: Barcelona, Spain
Country: Spain
About the Position
The Front Office Representative is responsible for answering customers' questions through various communication channels such as phone or e-mail, resolving customer complaints, and managing order releases. This role works with business partners in the supply chain and beyond to ensure on-time and complete delivery of goods. The Front Office Representative helps drive customer loyalty and achievement of the company's sales and revenue objectives by delivering exceptional customer service across the designated area.
This role is the connection between Supply Chain structure and our internal and external customers, making it key to contribute to the organization's success.
Key Accountabilities
Administer day-to-day activities of customer order management, specifically:
Handle customer inquiries, process returns, and resolve customer issues promptly.Oversee order release through tasks created due to data or stock management.Use root-cause analysis to understand key drivers of complaints in support of continuous improvement.Identify potential obstacles in the fulfillment process and work with stakeholders to take corrective action.Display a customer-centric attitude and maintain strong customer relationships by understanding customer expectations and translating the voice of the customer for internal stakeholders.Identify and implement ways to better meet customer needs and provide superior customer service.Ensure clean and accurate data management and analysis by integrating customer data from various reporting channels as necessary.Drive continuous improvement in customer fulfillment systems and processes by identifying opportunities for continuous improvement and presenting them to the relevant Front Office Manager in Customer Service.Uphold quality, safety, and compliance standards, reporting any incidents and taking immediate corrective action.Networking / Key Relationships
This role requires frequent interaction with Back Office Customer Service teams, including the director and managers in Customer Service. Additionally, this role communicates regularly with Sales and Planning to resolve issues and ensure that customer expectations are met.
Minimum Knowledge & Experience Required for the Position
Preferably a bachelor's degree related to supply chain management, logistics, business administration, or engineering. It is a plus to have two to three years' experience in supply chain, logistics, or a related function, and at least one year of customer service experience. Some commercial/selling experience is recommendable. Knowledge of master data and table files is a plus. Advanced skills with Microsoft Office are required. Knowledge in ERP (SAP) and CRM experience preferred. Fluent in local language; desirable to be fluent in English/German and other languages will be a plus.
Skills & Capabilities
The ideal candidate demonstrates the following traits:
Focuses relentlessly on customersWorks well under pressureWorks well in teamsPays attention to details
The ideal candidate has the following competencies and skills:
Soft Skills: Communication skills, including verbal, written, and presentationInterpersonal skillsAnalytical, decision-making and problem-solving skillsAbility to multitask Hard Skills: Proficiency in relevant software, such as ERP, CRM, and Microsoft OfficeTravel Requirements:
Not required
Workplace:
2 days remote / 3 days in-person
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