Overview
Post Date: November 17, Number: WEBWW-- Job Function: Customer Service Location: Barcelona Country: Spain
About the Position
Job Summary
The Front Office Representative is responsible for answering customers' questions through different communication channels such as phone or email, 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 the Supply Chain structure and our internal and external customers, so it is key to have a proactive attitude to create customer loyalty and 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 because of 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.
Identify actions for improvement towards proactivity in Customer Satisfaction.
Liaise with IT to implement the required system improvements.
Display a customer-centric attitude and maintain strong customer relationships, specifically:
Understand customer expectations and translate 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, specifically:
Integrate customer data from various reporting channels as necessary.
Produce and maintain reports presenting and analyzing key performance indicators.
Support the preparation and review of internal and external scorecards.
Drive continuous improvement in customer fulfillment systems and processes, specifically:
Monitor systems and processes to identify opportunities for continuous improvement.
Develop and present recommended improvements to the relevant Front Office Manager in Customer Service.
Uphold quality, safety, and compliance standards, specifically:
Model adherence to quality, compliance, and/or safety requirements.
Complete all quality, safety, and compliance training within defined deadlines, and motivate others to do so.
Report any quality, safety, or compliance incidents to the appropriate individuals and take immediate corrective action.
Networking/Key Relationships
This role requires frequent interaction with members of the Back Office Customer Service teams, including the director and managers in Customer Service. Additionally, this role communicates regularly with IT, Sales, and planning to resolve issues and ensure that customer expectations are met.
Minimum Knowledge & Experience Required for the Position:
This role requires:
Bachelor's degree, preferably in supply chain management, logistics, business administration, engineering, or a related field.
Two to three years' experience in supply chain, logistics, or a related function and at least one year of customer service experience.
Highly recommendable: some sort of commercial/selling experience. Knowledge of master data and table files is a plus. Advanced skills with Microsoft Office. Strong ERP (SAP) and CRM experience preferred. Native in French, intermediate English, and other languages will be a plus.
Skills & Capabilities:
The ideal candidate demonstrates the following traits:
Focuses relentlessly on customers.
Works well under pressure.
Works well in teams.
Pays attention to details.
The ideal candidate has the following competencies and skills:
Soft Skills:
Communication skills, including verbal, written, and presentation.
Interpersonal skills.
Analytical, decision-making, and problem-solving skills, including the ability to conduct root cause analysis.
Project management skills, especially the ability to prioritize work.
Ability to multitask.
Hard Skills:
Proficiency in relevant software, such as ERP, CRM, and Microsoft Office.
Travel Requirements:
Not required.
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