O2C Customer Collaboration Specialist

Skills and Experience

• Bachelor’s degree in Sciences or business (preferably Supply Chain and/or Logistics)
  
• At least 3 years business experience preferably in Customer Service process
  
• Familiar with SAP functionalities (with preference for SAP S/4HANA)
  
• Good verbal and written communication skills
  
• Action orientated to deliver results under time pressure
  
• High analytical skills
  
• Proven track record on improvement performance
  
• Service oriented attitude
  
• Able to adapt to changes quickly
  
• Languages required by [Market] [TBC]
  

Skills and Experience

• Bachelor’s degree in Sciences or business (preferably Supply Chain and/or Logistics)
  
• At least 3 years business experience preferably in Customer Service process
  
• Familiar with SAP functionalities (with preference for SAP S/4HANA)
  
• Good verbal and written communication skills
  
• Action orientated to deliver results under time pressure
  
• High analytical skills
  
• Proven track record on improvement performance
  
• Service oriented attitude
  
• Able to adapt to changes quickly
  
• Languages required by [Market] [TBC]
  

• Act as a key point of contact and proactively manage and maintain customer relationships
  
• Drive continuous improvement projects with customers to improve customer experience and reduce cost to serve
  
• Service optimisation through working with customers to maximise stock on orders and minimise obsoletes
  
• Manage key supply chain issues between customer and ekaterra
  
• Manage claim cycle end-to-end, including following up overdue responses and root cause analysis
  
• Provide planning and sales team with insight from detailed understanding of customer systems and processes
  
• Communicate information to the customer about relevant upcoming ekaterra activities
  
• Project activities with the customer to improve ekaterra service or delivery efficiency
  
• Report, analyse and deliver on KPIs by implementing continuous improvement activities related to availability, inventory, forecasting, execution of events and value creation
  
• Maintain customer satisfaction levels
  
• Collaborate with cross-functional stakeholders to ensure business and customer needs are being met
  
• Alert planning team to critical SKUs that sell very differently to plan and support resolution of disconnect between supply and demand
  
• Handle major variances to customer ordering pattern, such as depot or store openings and network changes
  
• Support total customer service team and maintain operational cover in times of absence or other priorities