This role will support our wholesale business partners to achieve maximum sales efficiency and market strategy objectives. Ensure a reliable, adequate and competitive B2B customer service level for all assigned partners/accounts.

WHAT WILL YOU BE DOING?

• Provide account operations support to our wholesale partners in your specific market;
• Support communication with customers via all relevant communication channels (e-mail, tickets, phone) to provide information related to orders and articles;
• Compile various order-related analyses at the request of customers or Sales.
• Work in close cooperation with internal and external departments (e.g. Sales, AS&O Team, Finance, Order Fulfilment) when dealing with topics such as backlogs, cancellations, launches, pre-pack promotions, returns and complaints.
• Coordinating new customer set-ups and changes to customer master data, customer number closures, and order blocks as well as changes to and withdrawal from associations, in cooperation with Finance, IT and Customer Master Management
• Setting and/or authorizing order and invoice value date by the applicable value date and signature regulations
• Perform order book management by recording and managing all types of orders; manage deliveries to ensure timely and complete delivery, including order prioritization in compliance with the strategic guidelines for sales control; monitor electronic receipts for errors and correct these errors using the tools provided.
• Work closely with a dedicated customer portfolio, performing calls and sharing information with sales.
• Coordinate special handling for new requests and support in the processing of returns and complaints.
• Track carrier deliveries and parcel deliveries.
• Request return and/or intermediate transport from the logistics partners.
• Process damage reports and notify the Insurance department in case of damage and losses.
• Record all processes in the CRM system and log this information in the statistics for status monitoring and KPI analysis.
• Work closely with the Sales team and support them in customer service by providing specific expertise in the processes involved.
• Perform special tasks, e.g. SMU business, special conditions, trade agreements, customer-specific management of deliveries for campaigns, promotional goods, launch articles, etc.
• Support direct management with analysis and improvements, such as Problem-Solving preparation, controls review and implementation.

Key Relationships:

Customers, Sales Channel Management, Account operations, Global Operations in France (Purchasing, Warehouses, Customer Fulfilment, Inbound and Outbound), Credit & Collections, IT, Planning, Finance and Controlling, Marketing, external providers such as forwarding companies, and central regulation bodies.

WHAT WILL YOU NEED?

• 2+ years’ experience in providing customer support in the field of customer service, sales or logistics;
• Written and verbal business fluency in English and near-native French;
• Experience in a complex organization and B2B environment (preferred);
• Advanced working knowledge of MS Office, SAP/CRM, and Business Objects (preferred);
• Vocational studies or a university degree will be considered a plus;

> Please apply with your English CV <